Hybrid Manager, Care Support Optimization

Posted last month

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About the role

  • Develop, automate, and maintain critical operational reports and dashboards (including weekly and monthly business reviews) using Looker
  • Provide regular data-driven insights to leadership on team performance and key trends
  • Define and track KPIs, create automated scorecards for agents and teams, and set performance targets
  • Serve as subject matter expert on data and analytics for strategic projects, particularly AI and automation
  • Oversee adoption and implementation of new technologies and automation initiatives and develop reporting to measure impact
  • Perform deep-dive ad-hoc analysis to investigate business problems, identify root causes, and uncover opportunities
  • Provide project management support and act as liaison to Data Engineering, Business Intelligence, Tooling Management, and Workforce Operations
  • Identify and analyze existing Care Support workflows to pinpoint bottlenecks and develop data-driven process optimizations

Requirements

  • Bachelor's degree in a quantitative field (e.g., Business, Economics, Statistics, Engineering) or equivalent practical experience
  • 3-5 years of experience in a consulting, strategy & operations, or similar analytical role
  • Experience within a customer support, operations, or BPO environment is a plus
  • Strong proficiency in spreadsheet modeling (e.g., Excel, Google Sheets)
  • Working knowledge of data visualization and business intelligence tools (e.g., Looker, Tableau, Power BI)
  • Proven ability to analyze complex data sets, identify trends, and translate data-driven insights into actionable recommendations
  • Excellent written and verbal communication skills with ability to present complex information to technical and non-technical audiences
  • Experience collaborating with cross-functional teams, including leadership and technical partners
  • Experience providing project management support for initiatives focused on data enablement or operational improvement

Benefits

  • Health, Dental, Vision benefits start on your first day at Spring
  • Access to One Medical
  • HSA and FSA plans available; Spring contributes up to $1,000 for HSAs (depending on plan)
  • Employer sponsored 401(k) match of up to 2%
  • Yearly allotment of no-cost visits to Spring Health network of therapists, coaches, and medication management providers for you and your dependents
  • Competitive paid time off policies including vacation, sick leave and company holidays
  • Parental leave at 6 months: 18 weeks for birthing parents and 16 weeks for non-birthing parents
  • Access to Noom weight management program
  • Fertility care support through Carrot plus $4,000 reimbursement for related fertility expenses
  • Access to Wellhub for fitness, mindfulness, nutrition, and sleep
  • Access to BrightHorizons for sponsored child care, back-up care, and elder care
  • Up to $1,000 Professional Development Reimbursement per year
  • $200 per year donation matching
  • Stock options

Job title

Manager, Care Support Optimization

Job type

Experience level

Mid levelSenior

Salary

$97,325 - $114,500 per year

Degree requirement

Bachelor's Degree

Tech skills

Location requirements

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