Manager, Care Support Optimization

Spring Health • NY

144d • $97,325 - $114,500

About The Position

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.

Requirements

• 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.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees