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Salary: USD 187,400 - 224,500 / annual
Spring Health is a global mental health company building an AI-native platform to eliminate barriers to mental health. The company delivers personalized support across self-guided tools, coaching, therapy, medication management, and specialty care, reaching over 170 million people worldwide through employers, health plans, and partners.
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 the company retains, supports, engages, and enables providers to build thriving practices while delivering exceptional care to members.
Key responsibilities include:
- Define and drive provider experience strategy across both networks, focusing on helping providers build sustainable practices
- Identify friction points across the provider journey and remove barriers impacting satisfaction, engagement, retention, and performance
- Serve as the voice of the provider, using data 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 speed, quality, and effectiveness while expanding self-service and AI-enabled support
- Own provider enablement and change management for new products, workflows, tools, and policies
- Partner across Product, Engineering, Clinical, Medical Affairs, Marketing, and Provider Operations to design scalable experiences
- Build programs helping providers grow their practices, engage with networks, and deliver high-quality care
- Develop strategies strengthening provider engagement and retention
- Lead provider performance programs including metrics, feedback loops, coaching, and interventions
- Identify drivers of provider satisfaction, retention, and practice success, translating them into actionable programs
- Lead and develop a high-performing team spanning provider support, enablement, performance, and clinical expertise
Success metrics include improving provider satisfaction/NPS and retention, enabling providers to build sustainable practices, delivering fast and high-quality support with increased self-service and AI enablement, driving adoption of new products and workflows, and enabling consistent high-quality member experiences.
This is a fully remote position with occasional travel for company or team events.
Requirements:
- 10+ years of experience in healthcare operations, provider operations, customer/provider experience, or related field, including significant leadership experience
- Demonstrated success building strategies and programs that improve provider or customer satisfaction, engagement, retention, and performance at scale
- Deep understanding of provider workflows and factors enabling clinicians to build successful, sustainable practices
- Experience leading large-scale support, enablement, performance, or change-management programs
- Strong cross-functional influence, particularly with Product, Engineering, Clinical, and operational teams
- Strong analytical and operational judgment, with ability to translate provider insights and data into clear priorities and measurable action
- Demonstrated ability to use AI and automation to improve support experiences, operational efficiency, and team effectiveness
- Experience leading and developing high-performing, multidisciplinary teams
- Digital health, provider network, marketplace, or EMR experience preferred
