Manager, Implementation

Summary

Join Spring Health as a Manager, Implementation, and lead a team of Implementation Managers, supporting direct, resold, and payer customers. You will oversee day-to-day operations, ensuring on-time and high-quality customer onboarding. This role involves significant customer and stakeholder engagement, cross-functional collaboration, and process improvement initiatives. Success is measured by customer satisfaction, on-time launches, quality launches, and scalable onboarding processes. The ideal candidate possesses strong leadership skills, extensive experience in customer implementation, and a passion for improving mental healthcare.

Requirements

• Bachelor’s degree or higher
• 3+ years of people management with a proven track record of team retention and growth
• 5+ years of customer implementation/onboarding, customer success, or operations project/program management experience
• Ability to thrive in a fast-paced and high-pressure environment
• Ability to reconcile data from multiple sources to continually drive value
• Experience creating cross-functional PRD, SOP, or Playbooks
• Prior experience with Customer Relationship Management Software or Project Management tools (e.g., Salesforce, Smartsheet)
• Effective listener with a creative approach to problem-solving to ensure root issues are addressed strategically
• High integrity, organizational skills, attention to detail, humility, resourcefulness, ambition, professionalism, and a proactive approach
• A deep passion to transform the U.S. healthcare system, especially mental health
• Willing and able to travel as necessary (approx. 10%)

Responsibilities

• Overseeing a team of Implementation Managers and their onboarding requirements
• Serve as a leader and advocate for the development of the Implementation Managers
• Serving as a point of escalation and additional support for our onboarding customers
• Ensuring alignment to and meeting of defined team KPIs and the effective reporting of KPIs to leadership
• Attending and supporting various customer engagements throughout the onboarding process. Examples include: project kickoffs, implementation workshops, 1:1 customer leadership touchpoints
• Leading and supporting cross-functional collaboration efforts to ensure alignment across all internal and external stakeholders
• Serving as a thought leader within the organization for how best to implement new products/services within Spring Health’s systems
• Continually define and deploy implementation strategies that deliver effective, efficient and consultative support that aligns to department business goals and objectives
• Collaborating cross-functionally to design and implement scalable, automated processes and features, ensuring long-term operational efficiency
• Overseeing our Customers’ non-standard requirements (intaking requirements, aligning resources, maturing into repeatable processes)

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