Spring Health

• Provide management consultation that enhances employee wellbeing and workplace effectiveness from the hours of 7am-3pm ET, but you may sit out of any time zone. • Coordinate critical incident response requests • Deliver virtual critical incident response requests • Complete management referral intakes according to established guidelines; assure appropriate placement of management referred employees; provide guidance regarding EAP protocols to counselors working with employees. • Complete daily shifts on an incoming queue and meet speed to answer service level agreement requirements. • Provide follow-up to monitor employee compliance and feedback to supervisors, HR/Managers. • Confirm that necessary paperwork is in place to both providers, HR/Managers including signed releases in order to coordinate follow-up with treatment providers, and other necessary HR/Managers. • Provide limited after care monitoring (following up with employees and/or providers to ensure the safety of employees and continuation of treatment). • Assess for risk and manage member and organizational crises by providing in-the-moment support, triage, safety planning, and follow up. • Identify and problem-solve issues that serve as a barrier or disruption to care, with support from leadership. • Act as a subject matter expert on the key customer including the customer’s benefits ecosystem and programs to provide appropriate referrals to members and to support the navigation team supporting the customer. • Maintain accurate and complete documentation of required information that meets risk management and regulatory requirements.

• Lead the full sales cycle from prospecting to close • Drive new business and build strong client relationships • Manage RFPs, lead discovery calls, and deliver tailored presentations

• Provide management consultation that enhances employee wellbeing and workplace effectiveness from the hours of 12-8 pm ET, but you may sit out of any time zone. • Coordinate critical incident response requests • Deliver virtual critical incident response requests • Complete management referral intakes according to established guidelines; assure appropriate placement of management referred employees; provide guidance regarding EAP protocols to counselors working with employees. • Complete daily shifts on an incoming queue and meet speed to answer service level agreement requirements. • Provide follow-up to monitor employee compliance and feedback to supervisors, HR/Managers. • Confirm that necessary paperwork is in place to both providers, HR/Managers including signed releases in order to coordinate follow-up with treatment providers, and other necessary HR/Managers. • Provide limited after care monitoring (following up with employees and/or providers to ensure the safety of employees and continuation of treatment). • Assess for risk and manage member and organizational crises by providing in-the-moment support, triage, safety planning, and follow up. • Identify and problem-solve issues that serve as a barrier or disruption to care, with support from leadership. • Act as a subject matter expert on the key customer including the customer’s benefits ecosystem and programs to provide appropriate referrals to members and to support the navigation team supporting the customer. • Maintain accurate and complete documentation of required information that meets risk management and regulatory requirements.

• Partner with the Specialty Care Operations team to define, refine, and evolve key metrics and KPIs as the program scales across new conditions and services. • Build and maintain dashboards and data visualizations in business intelligence tools (ex: Looker, Hex, Omni) that empower non-technical users to monitor member engagement, clinical outcomes, and operational efficiency. • Conduct exploratory and ad-hoc analyses to answer emerging business questions, such as evaluating early engagement in new services or understanding potential impacts of platform changes. • Identify trends and gaps in program performance and recommend opportunities for improvement based on data-driven insights. • Support data integrity efforts by contributing to dbt models and ensuring consistent, scalable data structures across Specialty Care programs. • Partner with data, product, and engineering teams to ensure the Specialty Care team has access to the necessary data sources for comprehensive reporting. • Serve as a data advisor and thought partner for Specialty Care leadership, proactively shaping how success is measured and informing future strategic initiatives. • Partner with the data science team to dive deeper into major trends, helping us understand what is driving those changes. • Ensure downstream teams can access and utilize data effectively by providing training, documentation and support for the dashboards and data products you deliver. • Ensure accurate and consistent reporting of metrics, collaborating with cross-functional stakeholders to ensure data alignment across the business. • Work with our analytics engineering team to maintain the core data models in dbt that support these metrics and ensure data consistency.

• Lead annual and long-range planning (LRP) end-to-end — from capacity modeling and quota design to territory architecture and headcount alignment — translating company growth targets into executable GTM plans. • Drive rigorous forecast cadence and scenario planning, partnering with Finance, Sales, and Customer Success leadership to deliver predictable revenue outcomes and clear business visibility to the executive team. • Architect and own a portfolio of strategic projects and cross-functional initiatives, acting as a trusted operator and thought partner to the CRO and revenue leadership team. • Own and execute the Revenue operating cadence and rhythm across forecasting, pipeline, strategic deal reviews, and more. • Own the end-to-end variable compensation strategy, design, and execution across the revenue organization — including plan design, modeling, and administration — ensuring incentive structures are competitive, aligned to business outcomes, and clearly understood by the field. • Partner with Finance, People, and Sales leadership to model compensation scenarios, run pay equity analyses, and evolve comp plans in response to market and business changes. • Lead and develop a team of Field Operations partners embedded with segment leaders across the business — evolving their role from operational executors to AI-enabled strategic builders who develop analytics, dashboards, and AI agents in the field, while also being strong strategic and operational partners to our leaders across sales, CS, and partnerships. • Ensure Field Operations leaders serve as full-stack partners to their segments: owning business reviews, pipeline hygiene, performance insights, and the build-out of Looker dashboards and AI-powered workflows that accelerate their segments' productivity. • Serve as the AI orchestration layer for Revenue Operations — defining how AI is adopted within the various segments and how the team deploys AI agents, automation, and analytics tools (including Claude and Looker) across people, process, and data to compound team productivity and decision-making velocity. • Scale an AI-native operating model for our field teams: establishing standards for prompt engineering, agent deployment, and tool integration; measuring and improving AI productivity gains through; writing end user requirements for underlying data sources and semantic layers as well as for agentic workflows. • Champion a culture of continuous experimentation and tooling adoption, identifying where AI can eliminate repetitive work, surface insights faster, and enable the team to operate at a level beyond headcount - this means you and your teams are experimenting daily.

Role Description Reporting to the Director of Operations Analytics & Workforce Optimization, the Senior Business Analyst, Workforce Optimization will ensure the right people and capacity are in place for our frontline teams to meet member and provider needs efficiently. This role is part of the Workforce Optimization team—within the broader Operations Intelligence function—and plays a critical role in driving efficient service delivery and strategic workforce planning. This is a full time, fully-remote position, though the ability to be onsite in our NYC office once a week is preferred. - Own forecasting of inbound volume to the Care Support, Clinical Operations, and Provider Operations departments, broken down by channel and request category. - Develop and manage dynamic workforce management models to balance member and provider satisfaction, while enabling scenario analysis. - Translate complex analytics into actionable insights to drive operational efficiency and resourcing decisions. - Serve as a strategic partner to Operations leadership, providing guidance on resourcing decisions and capacity planning. - Act as the primary liaison for Operations workforce optimization in cross-functional initiatives, collaborating with teams such as Product, Marketing, and Customer Success. - Own the tooling stack for workforce management, ensuring our vendor spend is optimized. Qualifications - Bachelor’s degree in Business, Economics, Engineering, or a similar analytical field; Master’s degree preferred. - Minimum of 3–5 years of experience in operations strategy, analytics, or a related role (e.g., management consulting, tech). - Experience with workforce management or capacity planning is a plus. - Proven experience in developing and managing analytical models, with a strong command of data and visualization tools (e.g., Looker, SQL, Hex); experience with workforce management tools is preferred. - Demonstrated ability to partner with leadership to solve complex business challenges using data and structured analysis. - Excellent communication and storytelling skills; able to synthesize complex analysis into actionable insights and influence leadership decisions. - A builder’s mindset — comfortable establishing frameworks, processes, and standards in a scaling environment. Requirements - Volume forecast accuracy: High forecast accuracy for inbound volume. - Workforce management plan adherence: Strong alignment and adherence to workforce management plans across the frontline teams. - Response SLAs: Improved SLA performance metrics (e.g., time to first reply, time to resolution) attributed to your planning models. - Internal partner satisfaction: Frontline Operations leadership views you as a trusted strategic partner, not just an analytics provider. Benefits - Health, Dental, Vision benefits start on your first day at Spring. - 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. - Competitive paid time off policies including vacation, sick leave and company holidays. - At 6 months tenure with Spring, 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.

Senior Actuarial Scientist New York (Hybrid) 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. Spring Health is seeking a Senior Actuarial Scientist to join our Customer Value team. Reporting to the Associate Director of Actuarial Analytics, you will own the development of ROI models that quantify cost savings and downstream impact for our employer and payer populations. Please note that this is a hybrid role based in New York City, with an expectation to be in the office 2–3 days per week at our 60 Madison Avenue location. Candidates must be based in the NYC metro area or able to relocate independently within 90 days of their start date. Occasional travel will be required for team on-sites. What you’ll do - Build and maintain actuarial ROI models to quantify cost savings, utilization changes, and downstream impact across employer and payer populations - Present ROI findings directly to prospects and clients, distilling complex technical concepts into compelling, executive-ready storytelling - Develop strong partnerships with revenue, product, finance, and data science teams to align on core assumptions - Support emerging product evaluations by refining methodologies and validating financial assumptions - Contribute actuarial expertise to product prototyping and development to help shape scalable financial frameworks - Build custom savings and cost models using Excel and other spreadsheet applications - Query databases using SQL to extract and analyze data to inform model assumptions - Communicate the impact of custom configurations on price and margin to internal stakeholders - Leverage AI tools to enhance the speed and quality of results delivered to our customers - Collaborate cross-functionally to ensure actuarial rigor is applied to all external-facing financial metrics What success looks like in this role - Develop a deep understanding of how Spring Health delivers value to customers, specifically through health plan integration - Clearly communicate analytical concepts and financial results to both technical and non-technical audiences, including customers and internal leadership - Successfully partner with cross-functional teams to launch ROI measurement frameworks for new products - Stay current on ROI methodologies and macroeconomic trends impacting medical insurance to ensure our models remain industry-leading What you’ll bring - Associate or Fellow of the Society of Actuaries (ASA or FSA) designation - 5+ years of experience in financial or actuarial analysis - Hands-on experience working with medical claims data, including ICD-10 and CPT codes - Advanced proficiency in Excel and experience writing SQL queries to retrieve data - Ability to work independently and align priorities with cross-functional stakeholders - A focus on progress over perfection, with the ability to remain poised in a fast-paced environment - Experience working on small, agile teams or within a startup environment (preferred) - Experience in external-facing roles or client presentations (preferred) - Experience in vendor evaluation or benefits consulting (preferred) - Prior exposure to statistical inference methods or experience working with R (preferred) The target base salary range for this position is $159,000 - $196,480, 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.

Associate Director, Care Support US Operations New York (Hybrid) 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. We’re looking for an Associate Director, Care Support US Operations to champion the continued evolution of our domestic team, cementing our position as a Center of Excellence (COE). In this role, you aren’t just overseeing workflows; you are the steward of a high-performing culture built on trust and expertise. You will lead our U.S. team through the vital work of vetting and stabilizing complex workflows including Core, Member Benefits, and Medical Records, ensuring they are human-centered and sustainable before they scale. You will act as a strategic architect, guiding the team toward high-complexity, high-touch service lines. We need a leader who balances operational rigor with a deep commitment to team well-being, ensuring our people feel valued and empowered. This is a role for a "servant leader" who believes that a unified, "one team" culture is the foundation of world-class service. This is a full time position on our team reporting to the Director, Care Support. This is a hybrid role based in New York City, with an expectation to be in office 3 days per week. Our office is located at 60 Madison Avenue. Additionally, occasional travel may be required for company or team events. What you’ll do: - Own domestic SLAs while fostering an environment where accountability is paired with support and mentorship. - Lead the shift toward a high-performance culture by focusing on clarity, purpose, and the "why" behind our metrics. - Reallocate capacity toward high-complexity issues, ensuring team members feel challenged but not overwhelmed. - Partner closely with BPO Operations to ensure knowledge transfer is a collaborative, relationship-driven process. - Ensure workflows are built for "portability," keeping the human experience at the center of every AI or offshore automation strategy. - Serve as a primary partner to Product, acting as the voice of the frontline to ensure their friction is heard and addressed. - Champion U.S.-led innovations, ensuring our "architects" see the tangible impact of their creativity across our global footprint. - Design engagement strategies that celebrate wins and foster a profound sense of purpose. - Coach and elevate managers, helping them transition from tactical oversight to inspirational leadership. - Partner with HR to build frameworks and governance. What success looks like in this role: Success in this role is defined by a team that is as healthy as it is productive. - Team Engagement: Measured through "Thriving" scores and the retention of our talented high-performers. - Knowledge Transfer Harmony: Seamless hand-offs to partners where quality is maintained through clear communication and mutual respect. - Operational Excellence: Consistent achievement of SLAs, driven by a team that feels equipped and supported. - Leadership Growth: The successful elevation of your direct reports, enabling them to lead with confidence and autonomy. What you’ll bring: - 7+ years of experience in operations or service delivery leadership, specifically within fast-paced environments. - 2+ years of experience managing managers, with a proven ability to build resilient, high-trust teams. - A track record of leading through change with transparency and heart. - The ability to balance data-driven "architect" thinking with an intuitive understanding of people dynamics. - A steady, compassionate leader who prioritizes the team’s ability to thrive during transitions. - Highly accountable, yet possesses the emotional intelligence to coach through setbacks. - A clear communicator who can distill ambiguity into calm, actionable steps for their team. The target base salary range for this position is $140,000 - 177,100, 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.

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• Act as a support resource and secondary point of contact for assigned customers, working closely with designated Strategic Customer Success Managers (SAM) to ensure seamless service delivery. • Collaborate with the cross-functional teams to resolve customer issues and ensure a seamless customer and member experience. • Participate actively in customer meetings under the direction of SCSM, coordinating, supporting and addressing customer needs and concerns. • Assist in the creation and maintenance of project management documentation such as Gainsight and Asana Customer Dashboards, ensuring adherence to client deadlines, internal team SLAs, and providing regular updates to SCSM and customers. • Maintain accurate customer information in Spring Health Admin, including detailed notes and auditing to ensure precise setup. • Investigate and resolve member issues, collaborating with SCSM on resolution steps and providing comprehensive, detailed follow up. • Track and maintain all cross-functional dept asks ie. reporting, marketing, invoicing, product/engineering, and clinical support requirements meticulously, ensuring timely delivery to SAM for action. • Compile Quarterly Business Review (QBR) slide decks by extracting data from Looker and other relevant sources, providing insights into customer performance, and contributing to the SCSM’s report narrative. • Coordinate the preparation and distribution of member marketing materials, including organizing customer events and attending Spring Virtual Events. • Building relationships through collaboration across departments, including product, operations, data science, and marketing, to ensure a holistic approach to customer success. • Act as key support of the customer relationship continuity by managing incoming client requests and updates in the account owner’s absence • Assists in coordinating transition planning, documentation, and communication to ensure minimal disruption to the customer support or member experience during account transitions. • Manage open tickets efficiently, ensuring deadlines are met and contributing to reporting updates and enhancements to drive overall team success. • Up to 15% travel time