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.

The Project Manager & Business Analyst will support the client by combining project delivery and business analysis functions across the end-to-end project lifecycle. This role will be responsible for managing projects from initiation through delivery and closure, while also gathering and documenting requirements, supporting solution design, and ensuring project outcomes align with business objectives, governance standards, and the company’s broader strategic direction. **PROJECT MANAGEMENT (60%)** - Manage the full project lifecycle from initiation through delivery and closure, ensuring alignment with business objectives and governance standards. - Coordinate across multiple business units and technical teams to maintain clear communication, accountability, and timely delivery of project milestones. - Plan, monitor, and report on project timelines, budgets, risks, and dependencies. - Manage competing priorities within a dynamic environment involving multiple active and upcoming projects. - Apply and promote standardized project management frameworks and processes to support consistent, high-quality delivery outcomes. - Provide regular progress updates to stakeholders and senior leadership, highlighting key risks and mitigation strategies. **BUSINESS ANALYSIS (40%)** - Analyse the current and future business environment and systems landscape. - Gather and document business and client project requirements, capturing context, current state, desired outcomes, and objectives. - Develop comprehensive Business Requirement Documents (BRDs) that are clear, unambiguous, and suitable for both technical and non-technical stakeholders. - Present detailed requirements to stakeholders to obtain consensus and buy-in. - Review and evaluate proposed solutions to ensure alignment with business and customer needs, while highlighting key risks. - Collaborate with Product teams to design and implement solutions aligned with the Company’s data-led strategy. - Assess and manage the impact of requirements on data systems and business processes. - Support development, systems testing, UAT, and implementation by working closely with solution partners, vendors, and internal stakeholders. - Validate test case scenarios against BRDs and audit test case results completed by UAT testers.

• Own deep analysis of agentic, multi-turn AI conversations to explain customer behavior, identify failure patterns, and influence AI and operational decisions for enterprise customers. • This role focuses on understanding how and why conversations succeed or break, and translating those learnings into actionable insights that reduce customer friction and improve outcomes.

We are looking for a dynamic Business Analyst to join our team . In this role, you will play a crucial part in facilitating the analysis of business needs, liaising between departments to ensure comprehensive system solutions are developed and implemented effectively. The ideal candidate will have a strong analytical mindset and be able to communicate effectively with both technical teams and business stakeholders. The Business Analyst will serve as the bridge between clients and internal teams, ensuring that the IRMS Suite is configured to meet client-specific requirements. You will lead discovery sessions, document business needs, and translate them into system configurations, supporting smooth implementations and client adoption. Responsibilities - Partner with clients to gather, document, and analyze business requirements. - Configure the IRMS Suite to support medical information workflows and compliance standards. - Translate requirements into functional specifications and collaborate with product and implementation teams. - Support validation, testing, and deployment activities to ensure successful rollouts. - Provide expert guidance to clients on best practices in medical information management. - Participate in client workshops and industry-facing engagements as needed. - Leverage AI-powered tools and workflows to streamline requirements gathering, documentation, and system configuration tasks. - Identify opportunities to integrate AI and automation into client workflows and internal processes to improve efficiency and accuracy.