The Associate Director, Workforce Optimization owns strategic oversight of resource allocation, ensuring workforce planning aligns with business growth and member needs. This role is a blend of high-level strategic planning, cross-functional collaboration, and data-driven insights, reporting to the Vice President, Care Operations.

The general schedule is Monday - Friday 8am-5pm EST, flexibility required for occasional shift adjustments.

What you’ll be doing:

• Identify and implement workforce planning strategies that align with Spring Health’s growth goals and member experience priorities, positioning Workforce Optimization as a strategic asset within the organization.
• Oversee productivity improvement initiatives that support team KPIs and impact business outcomes. Establish and refine frameworks for monitoring and analyzing service level and productivity metrics, ensuring alignment with broader operational objectives.
• Collaborate closely with budget, clinical, and PeopleOps teams to ensure that workforce strategies meet operational and clinical demands. Serve as a strategic partner across departments to drive alignment and optimize resource allocation based on evolving business needs.
• Lead advanced reporting and analysis initiatives, utilizing data insights to influence workforce decisions that drive operational scalability and efficiency. Develop and implement KPIs and performance metrics that support executive decision-making and strategic planning.
• Take ownership of developing and implementing Standard Operating Procedures across workforce management processes to drive consistency, scalability, and efficiency within the team.
• Act as a change leader, overseeing high-impact projects and initiatives that enhance workforce effectiveness and the member experience. Ensure these initiatives align with strategic priorities and contribute to the broader business mission.
• Understand how SLAs impact the business and work with key stakeholders to achieve best practices and process improvements as business goals shift
• Ensure that SOPs are followed to achieve business objectives
• Analyze and troubleshoot issues submitted by the team; ensure appropriate triage measures are taken
• Participate in special projects as directed
• Interview and onboard prospective team members as needed
• Routinely audit and improve workforce management processes
• Working closely with operations, PeopleOps, and IT to ensure alignment

What success looks like in this role:

• Driving impact on CS and CN cost per appointment
• Driving impact on CS and CN cost per interaction
• Positively influencing CS and CN employee engagement survey scores

What we expect from you:

• Strong understanding of strategic workforce planning, resource allocation, and forecasting in complex, high-growth environments. Proven ability to balance supply and demand needs with business objectives.
• Significant experience managing workforce operations in healthcare, mental health, or contact center settings, particularly in 24/7 operations with complex staffing requirements. Proficiency with workforce management tools like Assembled preferred.
• Highly analytical, able to identify trends and anomalies in demand and make recommendations about how to allocate supply
• Exceptional ability to lead cross-functional collaboration with clinical, finance, and operational teams to ensure alignment of workforce initiatives with broader organizational goals. Skilled at fostering partnerships that enhance member experience and support business objectives.
• Ability to communicate complex workforce strategies and insights effectively to stakeholders at all levels. Proficiency in creating clear, impactful reports and presentations that drive informed decision-making.
• High integrity, attention to detail, and an action-oriented attitude
• Ability to thrive in a fast-paced and high-pressure environment
• Humility, resourcefulness, directness, ambition, professionalism
• Interest in mental health care
• Bonus: Experience working with clinicians, patients, and sensitive health information

The target base salary range for this position is $126,740 - $158,425, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay.

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. All benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans are also available.
• Employer sponsored 401(k) match of up to 2%
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary
• We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.