Associate Director, Provider Enablement and Performance Excellence

Summary

Join Spring Health, a leading mental healthcare provider, as the Associate Director of Provider Enablement and Performance Excellence. This full-time, remote position reports to the Director of Provider Experience Operations and focuses on ensuring the mental health provider network is equipped and empowered. You will lead a team focused on provider readiness, change management, self-service enablement, and performance optimization. The ideal candidate thrives in a fast-paced environment and brings a human-centered approach to problem-solving. Success is measured by strong provider satisfaction, increased adoption of new tools, improved operational KPIs, and increased self-service usage. Spring Health offers a competitive total rewards package, including a base salary range of $126,740-$158,425, stock options, and comprehensive benefits.

Requirements

• 6+ years of experience in provider enablement, operations, clinical training, or healthcare support roles
• Proven ability to manage complex, cross-functional programs with strong attention to detail
• Excellent communication and content development skills, particularly for technical or policy-heavy topics
• Experience with self-service platforms like Zendesk and using data to optimize support models
• Strong people leadership skills and the ability to lead through influence across teams
• Passion for supporting care providers and improving the systems that support them

Responsibilities

• Lead provider-facing change management efforts by developing and executing rollout plans for product, policy and process updates in partnership with cross functional partners that minimize disruption and foster adoption
• Drive provider engagement and readiness through thoughtfully sequenced rollout plans, proactive communication, and structured training programs
• Translate complex information into clear, accessible enablement materials that meet providers where they are
• Oversee the self-service content strategy, including management of Zendesk Guide and knowledge base tools
• Empower providers through self-service content to reduce support
• Ensure provider documentation is always up-to-date, user-friendly, and aligned with current product functionality and policies
• Empower providers through self-service content to reduce support ticket volume
• Leverage data to spot trends, design scalable solutions, and refine models for better provider experience and operational quality (e.g., note completion, appointment adherence, rebooking rates.)
• Continuously test and refine support models to improve provider experience, quality, and efficiency
• Lead and grow a team with a focus on excellence and provider-centered design
• Foster a culture of operational excellence, data-driven decision making, and provider-centric thinking
• Collaborate closely with cross-functional leaders to influence roadmap and prioritization decisions

Preferred Qualifications

Clinical experience with a background in high-growth tech, digital health, or mental health environments

Benefits

• 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