[Hiring] Manager, Provider Enablement and Performance @Spring Health

Role Description

Reporting to the Associate Director of Provider Enablement and Performance Excellence, the Manager, Provider Enablement and Performance will own the execution of our provider communication strategy, training resources, and self-service ecosystem. This fully remote role is part of the Provider Enablement and Performance Excellence team and plays a critical role in ensuring our provider network is equipped and informed to deliver high-quality services through robust change management and structured performance and enablement programs.

• Drive Change Management & Communications:
  • Propose and execute comprehensive rollout plans.
  • Manage the regular delivery of newsletters and policy updates across the provider network to minimize operational disruption.
• Optimize Self-Service Content:
  • Oversee the self-service content lifecycle.
  • Manage help center tools (such as Zendesk Guide) to ensure accurate, up-to-date documentation aligns with platform functionality.
• Lead Program Management:
  • Partner with Product, Operations, and Success teams early in the development lifecycle.
  • Bring a "provider experience" lens, leading complex enablement initiatives from strategy through completion.
• Track Operational Performance:
  • Establish clear standard operating procedures (SOPs).
  • Utilize data to identify performance trends, map intake criteria, and design scalable tracking systems.
• Leverage Modern Tooling:
  • Integrate automation tools, including generative AI applications and self-service databases, to improve operational efficiency and content development speed.

Qualifications

• 4+ years of professional experience in provider enablement, customer success, clinical training, or operational change management roles.
• Proven ability to organize, manage, and deliver complex, cross-functional programs with strong attention to detail.
• Exceptional writing and content development skills, with a track record of translating complex technical architectures or policy updates into simple, structured resources.
• Hands-on experience managing self-service knowledge bases (such as Zendesk or Confluence) and utilizing them to optimize support delivery.
• Strong analytical skills with experience using data platforms (such as Excel, Looker, or Omni) to track metrics and drive decision-making.
• Proactive approach to project management, comfortable working in a fast-paced environment, and experienced with leveraging modern tools (including generative AI) to streamline workflows.

Requirements

• Experience operating within the digital health, mental health, or employee benefits sectors.
• Experience supporting large-scale, distributed B2B2C network environments.

Benefits

• Health, Dental, Vision benefits start on your first day at Spring.
• Access to One Medical accounts.
• HSA and FSA plans 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.
• Competitive paid time off policies including vacation, sick leave, and company holidays.
• Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents after 6 months tenure with Spring.
• Access to Noom, a weight management program 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.