deaa6ad2-d184-436b-b69e-17f761da1d94 - Manager, Provider Enablement and Performance
Requirements
• 4+ years of professional experience in provider enablement, customer success, clinical training, or operational change management roles. • Proven ability to organize, manage, and deliver complex, cross-functional programs with strong attention to detail. • Exceptional writing and content development skills, with a track record of translating complex technical architectures or policy updates into simple, structured resources. • Hands-on experience managing self-service knowledge bases (such as Zendesk or Confluence) and utilizing them to optimize support delivery. • Strong analytical skills with experience using data platforms (such as Excel, Looker, or Omni) to track metrics and drive decision-making. • Proactive approach to project management, comfortable working in a fast-paced environment, and experienced with leveraging modern tools (including generative AI) to streamline workflows • Experience operating within the digital health, mental health, or employee benefits sectors. • Experience supporting large-scale, distributed B2B2C network environments.
Responsibilities
• Optimize Self-Service Content: Oversee the self-service content lifecycle and manage help center tools (such as Zendesk Guide) to ensure accurate, up-to-date documentation aligns with platform functionality. • Lead Program Management: Partner with Product, Operations, and Success teams early in the development lifecycle to bring a "provider experience" lens, leading complex enablement initiatives from strategy through completion. • Track Operational Performance: Establish clear standard operating procedures (SOPs) and utilize data to identify performance trends, map intake criteria, and design scalable tracking systems. • Leverage Modern Tooling: Integrate automation tools, including generative AI applications and self-service databases, to improve operational efficiency and content development speed. • Launch Velocity & Readiness: High-quality, on-time execution of provider initiative rollouts and communication plans. • Self-Service Deflection: Measurable increases in self-service support center usage and a corresponding reduction in direct support ticket volume. • Asset Engagement & Satisfaction: Strong provider satisfaction scores on training modules, support articles, and provider communications. • Network Adoption Rates: Sustained improvement in provider adoption rates for new tools, product features, performance and compliance expectations, and operational processes.
Benefits
• 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/
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