Senior Director, Provider Operations

Remote

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.

The Senior Director, Provider Experience Operations will own the strategy and operations that shape the experience of providers across the Spring Health and Alma networks. This leader will play a critical role in how we retain, support, engage, and enable providers to build thriving practices with us while delivering exceptional care to members.

This role will lead provider support, enablement, engagement, and performance programs while serving as a highly influential voice for providers across the organization. The Senior Director will identify and remove friction from the provider journey, ensure providers can successfully adopt new products and ways of working, and build scalable experiences that strengthen provider satisfaction, retention, and network performance. 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:

• Define and drive the provider experience strategy across Spring Health and Alma, with a focus on helping providers build thriving, sustainable practices within our networks.
• Identify the moments that matter most across the provider journey and remove friction that impacts satisfaction, engagement, retention, and performance.
• Serve as a strong voice of the provider, using data, feedback, and frontline insights to influence company priorities, policies, products, and workflows.
• Build mechanisms to understand provider sentiment and translate insights into clear priorities and measurable improvements.
• Lead provider support operations, improving the speed, quality, and effectiveness of how we resolve provider needs while expanding self-service and AI-enabled support.
• Own provider enablement and change management, ensuring providers can successfully adopt new products, workflows, tools, and policies.
• Partner across Product, Engineering, Clinical, Medical Affairs, Marketing, and Provider Operations to design experiences that work for providers at scale.
• Build scalable programs that help providers understand how to grow their practices, effectively engage with our networks, and deliver high-quality care.
• Develop strategies that strengthen provider engagement and retention across both networks.
• Lead provider performance programs, including the metrics, feedback loops, coaching, and interventions needed to support consistent, high-quality member experiences.
• Identify the drivers of provider satisfaction, retention, and practice success and translate them into actionable programs and operational improvements.
• Lead and develop a high-performing team spanning provider support, enablement, performance, and clinical expertise.

What success looks like in this role:

• Provider satisfaction & retention:
  Improve provider satisfaction/NPS and retain high-quality…