About the Role
Title: Director, SpringWorks Program Operations
Location: Remote
Job Description:
Our mission: to eliminate every barrier to mental health.
Spring Health is a comprehensive mental health solution for employers and health plans. Unlike any other solution, we use clinically validated technology called Precision Mental Healthcare to pinpoint and deliver exactly what will work for each person – whether that’s meditation, coaching, therapy, medication, and beyond.
Today, Spring Health equips over 800 companies, from start-ups to multinational Fortune 500 corporations, as a leading and preferred mental health service. Companies like J.P. Morgan Chase & Co., Microsoft, J.B. Hunt, Bumble, and Instacart use the Spring Health platform to provide mental health services to thousands of their team members globally. We have raised over $370 million from prominent investors including Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership, our current valuation has reached $2.5 billion.
We are looking for an experienced, highly effective Director of Program Operations to lead the core operating cadences, performance management, and cross-team collaboration processes. Reporting to the SpringWorks Senior Director, this role will act as the key leader for SpringWorks implementations and cross-functional program management, helping to build and cultivate a high-performing team of program managers. The Director will be responsible for creating a seamless implementation process across a suite of workplace solutions, and the ongoing program management of complex initiatives across cross-functional stakeholders. The ideal candidate has a proven track record working in a cross-functional implementation and/or program management role in a high-growth, fast-paced work environment.
What you’ll be doing:
- Leadership:
- Provide strong leadership and strategic direction to optimize SpringWorks implementations and drive overall program management, in alignment with organizational goals and objectives.
- Mentor, coach, and develop team members to foster a culture of high performance, collaboration, and continuous improvement.
- Implementation and Programme Management
- Oversee the end-to-end SpringWorks implementation process and ongoing programme management of complex initiatives, including project planning, resource allocation, timeline management and cross-functional stakeholder engagement to ensure on-time and on-budget delivery of launches and ongoing cross-functional initiatives with outcomes that delight the customer
- Guide the team on development and maintenance on high quality project plans, ensuring adherence to deadlines and deliverables
- Monitor project progress and deploy strong risk management strategies, including early identification and implementation of effective mitigation strategies
- Customer Engagement
- Serve as a key leadership contact for customers during the SpringWorks implementation phase as well as ongoing program management of complex customer initiatives, building and maintaining strong customer relationships, across all levels of a customer organization
- Collaborate with customers to understand their specific needs and requirements
- Drive customer insights to shape the SpringWorks offering, from informing our strategy to shaping execution as well as deliverables
- Manage customer expectations, and address business (non-clinical) concerns or issues in a timely and effective manner, maintaining a high level of customer confidence – from SpringWork implementation and launch phases to ongoing program delivery
- Performance Monitoring and Reporting
- Drive the setup of scalable tracking and reporting systems and processes for SpringWorks
- Develop key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of the implementation and program management process,
- Support program strategy through a data-driven approach, identifying areas for improvement and driving actionable insight
- Support in the embedding of a data-driven culture across SpringWorks
- Cross-Functional Collaboration:
- Lead the set up and management of cross-functional processes and ways of working with other departments, including other SpringWorks teams; Sales and Customer Success; Product and Engineering amongst others, to ensure seamless integration of processes and delivery of services
- Collaborate with internal stakeholders to identify opportunities for process improvement and optimization.
- Build trusted relationships to drive SpringWorks strategy and delivery
- P&L support
- Track and report P&L metrics, and build deep insights into key levers around revenue, costs and gross margin
- Shape SpringWorks program delivery to control and influence key P&L metrics
- This role reports to the Senior Director, SpringWorks
- Willing to travel as needed (20-30%)
What success looks like in this role:
- On time, on budget completion of customer launches for SpringWorks with robust risk management
- Contributions to gross margin targets through leadership on complex cross-functional programs that drive efficiencies within the SpringWork portfolio
- High customer satisfaction scores on key accounts
- High thriving index for your team
What we expect from you:
- 8+ years of experience in large-scale implementations and/or programme management, with a focus on implementing healthcare solutions or services.
- 10 years of experience in leadership or management roles, with a proven track record of building and managing high-performing teams.
- Extensive experience of customer relationship management.
- Strong understanding of the healthcare industry preferred, including knowledge of industry trends, regulations, and best practices.
- Excellent strategic planning skills combined with relentless attention to detail
- Excellent communication and interpersonal skills, with the ability to effectively engage with customers, stakeholders, and team members at all levels.
- Proven ability to manage multiple projects simultaneously in a fast-paced
- You are a self starter who thrives when given autonomy, with proven ability and desire to build effective internal and external relationships
- You value levity, humility, collaboration and deriving fulfillment from success achieved through the work you accomplish with others
- You obsess about achieving your goals and are relentless in pursuing them