Manager, Operations; Alma)

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.
Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.
As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

As an Operations Manager on our revenue cycle management team (RCM), you will use data-driven insights to drive strategic change, partnering closely with Operations leadership to eliminate workflow bottlenecks, improve efficiencies, and support our providers with a best-in-class experience. You will interact regularly with cross-functional partners—including Product / Engineering, Business Intelligence, CX Strategy, and Payer Partnerships—to ensure our workflows and technology roadmaps set Alma up for success  ideal candidate has a strong bias towards action, excels at motivating and coaching large teams, prioritizes a winning team culture, and thrives in ambiguous situations.

This is a full time, fully remote position on our team. Occasional travel may be required for company or team events/meetings.

What you’ll do:

• Process Optimization & Scale:
  Identify operational bottlenecks and trends. Use data and analytics to prioritize work, design process changes, execute change management, and optimize existing workflows for continued growth and scalability.

• Cross-Functional Collaboration:
  
  Collaborate with Product & Engineering, Business Intelligence, CX Strategy, and other Core Ops teams to analyze and measure the operational impact of tools, processes, and product launches on Core Ops KPIs. Own, execute, and report on identified cross-functional escalation projects.

• Metrics Ownership, Data Analytics & Reporting:
  Analyze daily, weekly, and monthly program and metrics data to track operational efficiency, reporting outcomes and key insights regularly to leadership and business stakeholders.

• Strategic Planning & Roadmap Alignment:
  Strategize with Operations leadership to marry staffing plans with technology roadmaps to streamline the insurance process, and support forecasting and resource planning to ensure the team is appropriately resourced.

• Team Leadership & Management:
  Lead, coach, and manage a core operations team (including 2+ direct reports/Team Leads and a subsequent remote frontline workforce of agents up to 20 employees); unblock the team in day-to-day escalations and foster a winning team culture.

What success looks like in this role:

• Maintain key service level agreements (SLAs) and support ticket resolution metrics within targeted operational thresholds.

• Successfully complete core workflow optimization projects within target time frames and resource constraints.

• Achieve high internal partner and stakeholder satisfaction scores across cross-functional operations.

• Optimize operational efficiency metrics by streamlining manual steps across primary workflows.

What you’ll bring:

• 3-5 years of professional work experience in an Operations role, ideally within a startup environment, healthcare implementation, healthcare consulting, or a revenue…