Role Description The Medical Director is a physician leader responsible for the clinical quality, operational oversight, and continuous improvement of key clinical programs across Carrot. This role leads a team of clinicians and serves as a senior clinical owner for care delivery workflows, quality review, training, escalation support, protocol governance, and program readiness. This leader also provides clinical support for program development, cross-functional initiatives, and customer-facing clinical work, helping ensure Carrot’s programs, materials, and commitments are clinically rigorous, operationally feasible, and aligned with company standards. The role partners closely with Operations, Product, Member Success, Clinical Outcomes, Legal, Commercial, Customer Success, Solutions Consulting, and Marketing. It combines strong clinical judgment, people leadership, and program ownership, with accountability for supporting clinicians, maintaining up-to-date policies and protocols, contributing to credentialing and quality efforts, reviewing member feedback and trends, supporting new program evolution, and strengthening Carrot’s clinical positioning externally. Key Responsibilities - Clinical Leadership and Team Oversight - Lead, coach, and support a team of clinicians, including onboarding, development, performance management, and calibration of clinical practice standards. - Foster a culture of clinical rigor, accountability, collaboration, and continuous improvement across the team. - Provide day-to-day clinical leadership and support for complex questions, case guidance, and prioritization needs within the program. - Serve as a senior clinical escalation point for ambiguous, high-impact, or cross-functional issues requiring physician judgment. - Program Quality Policy and Audit Oversight - Design and support clinician onboarding and ongoing training on workflows, documentation, quality expectations, and clinical standards. - Own the development and maintenance of internal clinical resources, playbooks, SOPs, and operational guidance used across teams and ensure they remain current, practical, and aligned with evidence-based care. - Establish and oversee regular quality reviews and audits to assess consistency, safety, documentation quality, and adherence to program expectations. - Identify themes from audits, member feedback, and clinician questions, and translate findings into process improvements, training updates, and remediation plans where needed. - Support ongoing clinical education for relevant internal teams on program scope, clinical terminology, and appropriate escalation boundaries. - Partner with cross-functional stakeholders to operationalize updates to policies, workflows, and clinical guidance across the program. - Contribute to knowledge management and governance practices that support consistency, auditability, and scale. - Clinical Support and Escalation Management - Serve as a senior clinical resource for escalated or ambiguous member situations requiring physician judgment and cross-functional coordination. - Partner with internal teams to support timely, well-documented, and appropriate resolution of complex cases and member concerns. - Help define and reinforce clear escalation pathways, clinical decision support, and documentation standards across the program. - Surface clinical or operational risks early and partner with the appropriate stakeholders to resolve them effectively. - Program Development and Clinical Content - Provide clinical leadership and input into new and evolving clinical programs, care journeys, and related operational workflows. - Partner with Product and Operations teams to translate clinical requirements into clear program specifications, workflows, and guidance. - Support development and review of clinical content used in customer-facing materials, training materials, program documentation, and related external communications. - Contribute clinical expertise to strategic initiatives that may include proposals, customer questions, webinars, presentations, and other go-to-market activities. - Help ensure clinical responses, materials, and messaging are accurate, consistent, reusable, and aligned with Carrot’s standards and policies. - Credentialing, Compliance, and Readiness - Support clinician credentialing, licensure readiness, and related quality or compliance processes required for ongoing program operations. - Help ensure documentation, workflows, and operational practices meet internal standards and support accreditation or audit readiness where applicable. - Partner with relevant teams to ensure clinical and operational expectations are clearly documented and maintained over time. - Member Experience, KPIs, and Continuous Improvement - Review member feedback, complaints, and quality signals to identify trends and opportunities to strengthen the clinical experience. - Partner with Operations and cross-functional teams to improve workflows, clinician support, communication, and quality outcomes based on program insights and performance data. - Define and monitor key performance indicators related to quality, timeliness, escalations, clinician adherence, member experience, and program effectiveness. - Use data and clinical insights to identify priorities, inform decisions, and support continuous improvement across programs in scope. - Cross-Functional Collaboration and External Representation - Partner closely with Operations, Product, Member Success, Clinical Outcomes, Legal, Commercial, Customer Success, Solutions Consulting, and Marketing to support high-quality program delivery and growth. - Serve as a clinical representative in selected customer-facing or cross-functional settings, helping communicate clinical rationale, program design, and evidence-based perspectives clearly. - Support clinically rigorous external narratives, case studies, educational materials, and related thought partnership where appropriate. Qualifications - MD or DO from an accredited medical school. - Board certification in a relevant specialty, ideally Obstetrics and Gynecology or another closely aligned field. - Active, unrestricted medical license in good standing. - Significant direct clinical experience, ideally in women’s health, reproductive health, or another closely related area. - Experience in digital health, telemedicine, care delivery, clinical operations, or program leadership within a scaling healthcare environment. - Experience leading clinicians or clinical teams in a matrixed, cross-functional environment. - Demonstrated ability to translate clinical standards into practical workflows, policies, and decision frameworks. - Strong written and verbal communication skills, including the ability to collaborate effectively with clinical and non-clinical stakeholders and to explain complex clinical topics clearly. - Comfort working in a distributed environment and using modern collaboration and operational tools. Preferred Qualifications - Experience with quality programs, accreditation, credentialing, or regulatory readiness efforts. - Experience designing or improving clinical workflows, escalation models, or operational processes in partnership with Product or Operations teams. - Experience supporting product development, program launches, go-to-market activities, or customer-facing clinical work. - Experience using data and performance metrics to identify trends, drive decisions, and improve quality and efficiency. - Comfort operating in a fast-paced, evolving environment with a high degree of cross-functional collaboration. Benefits - Holistic Total Rewards package designed to support employees in all aspects of their life inside and outside of work. - Health and wellness benefits. - Retirement savings plans. - Short- and long-term incentives. - Parental leave and family-forming assistance. - Competitive compensation package, with a starting base salary ranging from $190,000 - $200,000. Fraud and Security Notice Please note that all communication regarding job opportunities at Carrot will come exclusively from an @get-carrot.com email address. If you receive messages from any other domain, please disregard them and report the incident to: securityreporting@get-carrot.com. Why Carrot? Carrot has received national and international recognition for its pioneering work, including: - Fast Company's Most Innovative Companies and World Changing Ideas. - Inc. Power Partners. - Modern Healthcare’s Innovators. - Fortune’s Best Workplaces in Healthcare. - Great Place to Work and Age-Friendly Employer certifications. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, and healthcare innovation, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more.

Role Description As a Senior Visa Document Agent with our company, you will play a vital role in supporting clients throughout their travel or immigration journey. You will manage the collection and review of essential documents, ensure accuracy and completeness, and provide timely updates to move cases forward. You will communicate with clients proactively, resolve documentation issues, and collaborate with internal teams to ensure a smooth process aligned with company standards. Qualifications - 5+ years of experience in technical support, documentation, or administrative roles—ideally in a process-driven environment. - Demonstrate excellent verbal and written English skills, with the ability to explain complex processes professionally. - Maintain high accuracy when reviewing and organizing client documentation. - Handle multiple accounts efficiently while meeting deadlines and prioritizing critical tasks. - Show empathy and professionalism in every interaction, especially when addressing concerns or delays. - Use internal tools confidently, including Admin Panel, Zoho Voice, Google Sheets, and task management systems. - Anticipate issues and take initiative to resolve them quickly and effectively. - Work well with colleagues across departments and take on support roles as needed. - Manage responsibilities independently and contribute to improving processes where possible. - Uphold our values of empathy, service, and integrity while working with clients and colleagues. Requirements - At least 5 years of experience providing technical support over phone/chat in English. - Excellent computer skills. - Ability to review and collect sensitive documents with a sharp eye for detail. - Ability to manage multiple tasks—calls, updates, and emotional check-ins—without missing a beat. - Stay calm under pressure and find creative ways to help clients during delays. - Follow company processes carefully with a smile. Benefits - Rate: 5-6 $ per hour (based on experience and competence) plus performance incentives.

- Supporting growth and operational initiatives across the company - Improving workflows and reducing repetitive manual work - Using AI tools to speed up execution and problem-solving - Researching and implementing better systems and processes - Working with CRMs, lead/account data, and operational tooling - Enriching, organizing, and maintaining data when needed - Building lightweight automations and AI-assisted workflows - Running experiments and testing new ideas/tools - Supporting outbound or operational tasks when required - Taking ownership of messy problems and solving them proactively

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.