Vendor & Workforce Operations Lead

OUR MISSION: ELIMINATING EVERY BARRIER TO MENTAL HEALTH.

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.

Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.

As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

Reporting to the SVP, Revenue Infrastructure, the Vendor & Workforce Operations Lead will build and lead the program that manages Spring Health’s revenue cycle and payer operations vendors and business process outsourcing (BPO) partners across multiple business lines. You’ll set the strategy for how we source, oversee and scale third-party partners, and you’ll own the day-to-day performance of our BPO relationships, including how work is allocated between internal teams and BPO partners. You’ll work closely with leaders in revenue cycle, payer operations, finance, legal and security. This is a full-time, remote position, with travel of up to 10%, including partner site visits and team gatherings.

What you’ll do

• Build the vendor and BPO management program from the ground up, including its strategy, frameworks and SOPs for sourcing, onboarding, performance monitoring and renewals. Create one consistent approach across multiple revenue cycle operations.
• Act as the main point of accountability for our BPO and vendor partnerships. Own their performance, staffing levels, escalations, regular reporting, formal business reviews and the overall relationship.
• Manage the day-to-day allocation of work between internal teams and BPO partners. Work with delivery leaders to shift volume as backlogs, priorities and service levels change, including during seasonal spikes, and share what you learn to inform longer-term labor planning.
• Hold partners to KPIs, service level agreements (SLAs), quality standards and contract terms. Monitor productivity and utilization so efficiency doesn’t come at the expense of a high-quality experience for providers, members and clients.
• Own vendor and BPO budget and spend: forecasting, re-forecasting, and reporting on savings, ROI and cost to serve.
• Set our sourcing strategy and run evaluations end to end. That covers RFPs, recommendations on whether to build, buy or outsource, and decisions to renew or discontinue based on performance and financial data.
• Partner with Finance, Legal, InfoSec and Compliance on contracts and renewals. Make sure every partner meets our security, privacy (including HIPAA) and compliance standards.
• Find opportunities to consolidate and standardize across the vendor portfolio, and set the long-term direction for each relationship.
• Use AI to automate vendor management work, such as performance reporting, data reconciliation, and SOP creation. Work with BPO partners to build AI and automation into outsourced workflows. Track efficiency gains like throughput, handle time and cost per transaction, not just adoption.
• Lead high-priority escalations and special projects involving third-party partners.

What success looks like in this role

• BPO partners consistently meet contracted SLAs and quality standards across all supported workflows.
• Cost per transaction for outsourced work goes down measurably, and vendor and BPO spend stays within forecast.
• The vendor portfolio delivers documented annual savings and ROI through renegotiation, consolidation and performance-based decisions.
• 100% of critical vendors have an active scorecard and a recurring business review, and every renewal is reviewed at least 90 days before the contract ends, with a clear recommendation.
• Work is allocated across internal and BPO teams so that service levels and backlog targets are met, including during seasonal volume spikes.
• AI and automation in vendor management and outsourced workflows produce measurable efficiency gains.

What you’ll bring

• 7+ years of experience in business operations, program management or vendor management, ideally in healthcare operations and/ or a high-growth environment.
• 4+ years of direct experience managing external partnerships, with experience running RFPs and managing a large and growing portfolio of vendor relationships.
• A track record of building a new vendor, workforce, or similar operations-intensive program from scratch and scaling it.
• Experience owning a vendor budget or spend, with real savings or ROI to show for it.
• Experience managing outsourced operations and allocating work across internal and outsourced teams in a high-volume operation, ideally across multiple business units, products or operating models.
• Strong analytical skills, with the ability to turn complex performance and financial data into clear recommendations.
• Working knowledge of contract negotiation, SLA design, and vendor risk and compliance reviews.
• Hands-on use of AI tools in your own work, plus experience implementing AI or automation that measurably improved operational throughput.
• Strong communication skills and the ability to influence stakeholders at all levels, inside and outside the company.
• A highly organized approach and close attention to detail when managing complex, moving parts.

Nice to have

• Experience managing offshore or nearshore BPO operations.
• Experience bringing operations or vendor portfolios together after a merger or acquisition.
• Familiarity with behavioral health, provider billing, and/or revenue cycle management.
• Experience with contract management platforms and project management tools.
• Familiarity with workforce management concepts and tools, such as volume forecasting, queue management or capacity modeling.
• A passion for mental health.

BENEFITS PROVIDED BY SPRING HEALTH

Note: We have even more benefits than listed here https://www.springhealth.com/careers#:~:text=Our%20perks%20%26%20benefits and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical https://www.onemedical.com/membership/ accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom https://www.noom.com/, a weight management program—based in psychology, that’s tailored to your unique needs and goals.
• Access to fertility care support through Carrot https://springhealth.link/jd-2023-07-carrotbenefit, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub https://springhealth.link/jd-2023-07-gympassbenefit, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons https://www.brighthorizons.com/, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.

Not sure if you meet every requirement? Research shows https://pubsonline.informs.org/doi/10.1287/mnsc.2023.4907 that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive https://www.springhealth.com/careers. If this role excites you, we encourage you to apply.

Our privacy policy: https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.