Strategy & Operations Lead, Care Delivery Program

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 Director, Care Delivery Programs Strategy & Operations, the Strategy & Operations Lead, Care Delivery Programs is an individual contributor and internal expert who shapes and delivers a portfolio of strategic initiatives spanning service lines and functions across Care Delivery Programs. You will work across service-line owners and leaders, clinical partners, Product, Finance, Analytics, Quality, and commercial teams to address significant, often ambiguous challenges with impact across the function. Using independent judgment, you will synthesize operational, clinical, customer, and financial evidence into strategy, business cases, and operating models, then mobilize partners to deliver sustained outcomes. Your portfolio may include service-line strategy, cross-service operating models, performance and quality systems, or technology, automation, and AI-enabled improvement. Success means building sustainable care delivery and customer value while protecting member safety, quality, access, and outcomes. This is a full time position on our team that may require occasional travel for team or company events/meetings.

What you’ll do

• Set strategic direction for a portfolio of care delivery services, connecting long-term service needs with business priorities and member and customer outcomes.
• Assess opportunities and trade-offs across services, and recommend where to invest time and resources to improve quality, value, and sustainable economics.
• Develop business cases for significant service and operating model changes, including their impact on cost, capacity, revenue, and outcomes.
• Lead complex, cross-functional initiatives that change how services operate, bringing partners together from early planning through implementation and evaluation.
• Establish shared ways of planning, measuring performance, and coordinating work across services so teams can identify issues and deliver improvements consistently.
• Identify AI and automation opportunities across services and lead efforts to redesign workflows, implement solutions, and support adoption across teams.
• Measure and communicate the impact of those changes, including efficiency, quality, and service outcomes. Share effective practices and help colleagues build their ability to use AI responsibly.
• Partner with Finance and commercial teams on service economics, pricing, and customer commitments.

What success looks like in this role

• A prioritized, cross-service portfolio is aligned to Care Delivery Programs strategy, with clear problem statements, accountable owners, decision paths, and roadmaps
• Initiatives deliver measurable, sustained impact validated with Finance and Analytics, while protecting member safety, clinical quality, access, customer value, and experience
• Shared scorecards and operating mechanisms give leaders a reliable view of performance, dependencies, risks, and decisions across service lines, enabling earlier action and more predictable execution
• Senior partners are aligned on recommendations and tradeoffs, and complex initiatives move from ambiguous problems to adopted solutions that improve outcomes across functions

What you’ll bring

• 5+ years of experience in strategy and operations, business operations, consulting, program leadership, or a related field, or equivalent experience leading complex work into sustained operations
• A track record of owning high-impact initiatives across multiple functions, workstreams, or service lines and delivering results through adoption and sustained execution
• Strong strategic and analytical judgment, including the ability to frame ambiguous problems, evaluate multiple options, and translate evidence into clear recommendations
• Experience building business cases and working with Finance or Analytics to quantify costs, benefits, assumptions, and realized impact
• Systems thinking and experience creating scalable operating models, governance, metrics, or processes that improve how teams deliver and manage work
• Ability to influence senior stakeholders, synthesize diverse perspectives, and communicate complex recommendations and tradeoffs clearly
• Strong program leadership, including prioritization, risk management, change adoption, and follow-through in ambiguous environments
• Experience balancing financial and operational goals with member outcomes, clinical quality, safety, access, and customer value
• Experience evaluating or delivering technology, automation, or AI-enabled workflow improvements, including measuring adoption and impact
• Experience in healthcare, mental health, leaves of absence, employee benefits, or another complex service environment is preferred
• Demonstrated experience leading AI-enabled or automated workflow improvements across multiple teams or functions
• Certified Leave Management Specialist (CLMS) certification preferred, or willingness to obtain it

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.

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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.