Manager, Implementation

The Manager, Implementation reporting to the Director, Implementation, will be responsible for the functional and strategic leadership of a team of Implementation Managers. This role will cross lines of business supporting our direct, resold, and payer customers. You play a key role in creating the best first impressions for our customers and setting them up for ongoing success. This role has continuous opportunities to work cross-functionally with other leaders and provide delightful customer solutions. The ideal candidate thrives in a fast-paced environment making key strategic decisions while also not being afraid to roll up their sleeves and dive into the details.

We are an award-winning, passionate, and mission-driven team with the support of leaders in psychiatry, and backed by prominent VCs including Rethink, Work-Bench, RRE, and General Catalyst.

What you’ll be doing:

Day-to-Day Operations & Support

• 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.

Customer & Stakeholder Engagement

• 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.

Process Improvement

• 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).

What success looks like in this role:

• Customer Satisfaction | Consistently high customer implementation satisfaction scores
• On-Time Launches | Customer onboardings (internal configurations, eligibility files, SSO, etc.) launch on-time
• Quality Launches | On-time platform configurations & error-free quality assurance
• Onboarding At-Scale | Successfully mature and scale the onboarding process for new lines of business
• Cross-Functional Operational Excellence | Collaborate cross-functionally to build seamless and sustainable processes

What we expect from you:

• 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%).

The target base salary range for this position is $97,325 - $114,500, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay.

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• 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.