Spring Health · 9 hours ago
Senior Manager, Care Support BPO Operations
New York (Hybrid)
Full-time
Hybrid
Mid, Senior Level
$121K/yr - $140K/yr
5+ years expSpring Health is on a mission to revolutionize mental healthcare by removing barriers to access. The Senior Manager, Care Support BPO Operations will lead the operational execution of the offshore support strategy, ensuring high-quality service and performance KPIs are met across global vendor partners.
Artificial Intelligence (AI)Health CareMental HealthmHealthWellness
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
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
Qualification
Required
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
Benefits
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.
Company
Spring Health
Spring Health provides mental health solution for employers and health plans.
1001-5000 employees
H1B Sponsorship
Spring Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (6)
2022 (6)
2021 (2)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$466.5MKey Investors
Generation Investment ManagementKinnevikTiger Global Management
2024-07-31Series E· $100M
2023-04-12Series D· $71M
2021-09-16Series C· $190M
Leadership Team
April Koh
Co-Founder & CEO
Adam Chekroud
Co-Founder, President
Recent News
Behavioral Health Business
2025-12-12
Company data provided by crunchbase