Strategy & Operations Lead, Care Delivery BPO

Spring Health is seeking a Strategy & Operations Lead, Care Delivery BPO Performance to lead operational execution across our external Care Delivery BPO partners. In this role, you will manage day-to-day operations in a shared-volume model, ensuring external care partners operate as a high-quality extension of our domestic care organization. You will work closely with domestic Care Delivery leaders, WFM, Quality, Enablement, IT, and People Ops to maintain operational parity and streamline partner workflows as we scale scope. (Commercial vendor procurement and contracts are led separately by Vendor Management). This role will report directly to the Director, Care Delivery Platform Strategy & Operations. This is a hybrid role with an in office requirement of 2 days per week working from our NYC Office. Occasional travel to NYC HQ and global BPO sites required. What you'll do: • BPO Operational Excellence: Lead daily operational execution, performance telemetry, quality frameworks, and SLA governance across external care partners. • Work Migration & Scope Expansion: Own the operational readiness, workflow design, and transition strategy for expanding issue types and shifting care volume across partners. • Cross-Functional Workflow Engineering: Partner with IT, People Ops, and BPO leadership to standardize internal workflows, including provisioning, roster changes, system access, and new hire onboarding pipelines. • Domestic Alignment & Integration: Collaborate with domestic Care Delivery leads, WFM, Quality, and Enablement to ensure queue load-balancing, shared rituals, and process parity. • Care Quality & Clinical Compliance: Serve as the primary advocate for domestic quality standards, ensuring external teams maintain 100% compliance with clinical policies and HIPAA guidelines. • Enablement & Training Architecture: Partner with domestic SMEs, Trainers, and Instructional Designers to translate complex care knowledge into SOPs and global training modules. • AI & Continuous Improvement: Utilize AI tools to draft operational SOPs, analyze partner performance data, synthesize feedback loops, and automate workflows. What success looks like in this role: • SLA & Performance Mastery: Consistently achieve or exceed targeted SLA response/resolution times and core performance metrics across external partners. • Quality Parity: Maintain care delivery satisfaction scores (CSAT/QA) aligned 1:1 with domestic benchmarks. • Seamless Scalability & Onboarding: Successfully scale external capacity, onboarding pipelines, and new issue types in lockstep with volume forecasts. What you'll bring: • 5+ years in Strategy & Operations, BPO Operations, Care Delivery, or High-Volume Operations leadership. • 3+ years directly managing offshore or nearshore BPO partners in real-time queue environments. • Work Transitioning Experience: Proven track record expanding partner scope, migrating support workflows/issue types, and scaling external delivery footprints. • Internal Process Design: Experience partnering with enablers (IT, HR/People Ops, Security) to design operational SOPs, access provisioning, and onboarding pipelines. • High Data & WFM Literacy: Proficient in BI tools (Looker, Tableau, Omni) and CRM reporting (Zendesk, Salesforce), with strong understanding of WFM principles (shrinkage, occupancy, intraday dynamics). • Practical AI Utilization: Active experience applying AI tools in daily workflows to drive operational throughput. Nice to have: • Experience in healthcare, digital health, or HIPAA-compliant environments. 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.