Senior Manager, Care Support BPO Operations

Our Mission: To Eliminate Every Barrier To Mental Health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology,

Precision Mental Healthcare

, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a

net positive ROI

for employers and we are the only company in our category to earn

external validation

of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

Reporting to the Director, Care Support, the Senior Manager, Care Support BPO Operations will lead the operational execution of our offshore support strategy. This role plays a critical role in ensuring our global vendor partners act as a seamless extension of our domestic Care Support team, maintaining high-quality, consistent, and aligned service as we scale.

This is a full-time position on our team and this role is based in New York City with a hybrid work expectation. Occasional travel may be required for team or company events.

What You’ll Do

Own and drive performance KPIs for the offshore Care Support pod, including response times, resolution rates, productivity, quality, and adherence.

Audit vendor leadership (Team Leads and Managers) to ensure coaching efficacy and consistent calibration across teams.

Lead the scaling strategy while maintaining hiring and onboarding quality.

Manage BPO roster integrity, monitor attrition trends, and ensure staffing levels match volume forecasts.

Ensure full compliance with domestic workflows and policies at the offshore site through structured process alignment.

Design and manage handovers, stand-ups, and communication rituals that keep domestic and offshore teams tightly integrated.

Partner with Enablement to rebuild training modules for complex workflows like Medical Records across channels.

Serve as the primary liaison between domestic SMEs and offshore teams to translate complex knowledge into actionable workflows.

Foster a unified, inclusive culture between domestic and offshore teams, reinforcing a "One Team" mindset.

What Success Looks Like

Meet or exceed SLA targets across all support channels.

Achieve 100% adherence to offshore team KPIs.

Maintain CSAT scores for offshore teams in parity with domestic benchmarks.

Improve tickets-per-hour and resolution accuracy as the team scales.

Successfully execute cross-team handovers and rituals to ensure operational integration.

What You’ll Bring

5+ years in Customer Support/Care leadership, with deep understanding of high-volume support environments.

Proven success managing BPO partnerships, SLAs, and offshore/nearshore operations.

Demonstrated experience scaling support teams through hypergrowth.

Strong command of BI tools (Looker, Tableau) and CRM analytics (Zendesk, Salesforce).

Solid grasp of Workforce Management concepts including Erlang C, shrinkage, and occupancy.

Ability to create and operationalize standardized “Global Blueprints” across distributed teams.

The target base salary range for this position is

$121,000 -

$153,830

and is part of a competitive total rewards package including equity 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. 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

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

,

a weight management program—based in psychology, that’s tailored to your unique needs and goals.

Access to fertility care support through

Carrot

, in addition to $4,000 reimbursement for related fertility expenses.

Access to

Wellhub

,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription

Access to

BrightHorizons

, 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

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

. If this role excites you, we encourage you to apply.

Ready to do the most impactful work of your life? Learn more about our values, what it’s like to work here, and how hypergrowth meets impact at Spring Health:

Our Values

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.