About the role

Senior Manager leading operational execution of offshore Care Support strategy at Spring Health. Responsible for maintaining high-quality service and integration between domestic and offshore teams.

Responsibilities

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.

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.

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.