Manager, Care Support Optimization

Spring Health-posted 3 months ago

$97,325 - $114,500/Yr

Full-time • Mid Level

1,001-5,000 employees

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The Manager, Care Support Optimization will be a strategic partner responsible for using data and analytics to drive significant improvements across our support operations. You will develop key reports and dashboards, lead data-driven initiatives to enhance efficiency and agent performance, and collaborate with cross-functional teams to implement new technologies and process optimizations. This is a full-time role reporting to the Director of Care Support. This role is based in our New York City office and requires a hybrid work schedule of three days per week in our office located at 60 Madison Ave.

Develop, automate, and maintain critical operational reports and dashboards, including weekly business reviews (WBR) and monthly business reviews (MBR), using tools like Looker.
Provide regular data-driven insights to leadership on team performance and key trends.
Define and track key performance indicators (KPIs), analyze performance data, and create automated scorecards for agents and teams.
Use insights to set performance targets and identify opportunities for operational improvement and efficiency gains.
Serve as the subject matter expert on data and analytics for new strategic projects, particularly those related to AI and automation.
Oversee the successful adoption and implementation of strategic initiatives, and develop reporting to measure their impact on business goals.
Proactively perform deep-dive ad-hoc analysis to investigate business problems, identify root causes, and uncover new opportunities to enhance the customer experience and team productivity.
Provide project management support for various initiatives, ensuring alignment with business objectives.
Act as a key liaison and collaborative partner to teams like Data Engineering, Business Intelligence (BI), Tooling Management and Workforce Operations to achieve shared goals.
Proactively identify and analyze existing workflows within Care Support, using data to pinpoint bottlenecks and inefficiencies.
Develop and champion data-driven solutions to streamline processes and improve team productivity.

Bachelor's degree in a quantitative field (e.g., Business, Economics, Statistics, Engineering) or equivalent practical experience.
3-5 years of experience in a consulting, strategy & operations, or similar analytical role with a proven track record of identifying and executing on process improvements or streamlining workflows.
Experience within a customer support, operations, or BPO environment is a plus.
Strong proficiency in spreadsheet modeling (e.g., Excel, Google Sheets).
Working knowledge of data visualization and business intelligence tools (e.g., Looker, Tableau, Power BI).
Proven ability to analyze complex data sets, identify trends, and translate data-driven insights into actionable recommendations.
Excellent written and verbal communication skills, with a demonstrated ability to present complex information clearly to both technical and non-technical audiences.
Experience collaborating with cross-functional teams, including leadership and technical partners.
Experience providing project management support for initiatives, with a focus on data enablement or operational improvement.

Health, Dental, Vision benefits start on your first day at Spring.
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.
Access to Noom, a weight management program.
Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
Access to Wellhub, which connects employees to fitness, mindfulness, nutrition, and sleep options.
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.

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