Vendor & Workforce Operations Lead

Spring Health•New York, NY

20h•Remote

About The Position

Spring Health is seeking a Vendor & Workforce Operations Lead to build and lead its program for managing revenue cycle and payer operations vendors and business process outsourcing (BPO) partners across multiple business lines. Reporting to the SVP, Revenue Infrastructure, this role sets the strategy for sourcing, overseeing, and scaling third-party partners and owns day-to-day BPO performance, including the allocation of work between internal teams and external partners. The role works closely with leaders in revenue cycle, payer operations, finance, legal, security, and compliance. It is a full-time remote position with travel of up to 10%, including partner site visits and team gatherings. The lead will establish consistent vendor management practices, ensure partner performance and compliance, manage budgets and sourcing decisions, and pursue measurable efficiency gains through AI and automation.

Requirements

At least 7 years of experience in business operations, program management, or vendor management; healthcare operations and/or high-growth environments are preferred contexts.
At least 4 years of direct experience managing external partnerships, including running RFPs and managing a large and growing vendor portfolio.
A track record of building a vendor, workforce, or similar operations-intensive program from scratch and scaling it.
Experience owning a vendor budget or spend, with demonstrated savings or ROI.
Experience managing outsourced operations and allocating work across internal and outsourced teams in a high-volume operation.
Strong analytical skills and the ability to turn complex performance and financial data into clear recommendations.
Working knowledge of contract negotiation, SLA design, and vendor risk and compliance reviews.
Hands-on use of AI tools and experience implementing AI or automation that measurably improved operational throughput.
Strong communication skills and the ability to influence stakeholders at all levels, internally and externally.
Highly organized approach and close attention to detail when managing complex, changing work.

Nice To Haves

Experience managing offshore or nearshore BPO operations.
Experience combining operations or vendor portfolios following a merger or acquisition.
Familiarity with behavioral health, provider billing, and/or revenue cycle management.
Experience with contract management platforms and project management tools.
Familiarity with workforce management concepts and tools, such as volume forecasting, queue management, or capacity modeling.
A passion for mental health.

Responsibilities

Build the vendor and BPO management program, including strategy, frameworks, and SOPs for sourcing, onboarding, performance monitoring, and renewals.
Establish a consistent vendor management approach across multiple revenue cycle operations.
Serve as the primary point of accountability for vendor and BPO partnerships, including performance, staffing, escalations, reporting, business reviews, and relationship management.
Manage work allocation between internal teams and BPO partners, adjusting volumes as backlogs, priorities, service levels, and seasonal demand change.
Work with delivery leaders and share operational insights to inform longer-term labor planning.
Hold partners accountable to KPIs, SLAs, quality standards, and contract terms while monitoring productivity and utilization.
Own vendor and BPO budgets and spending, including forecasting, re-forecasting, and reporting on savings, ROI, and cost to serve.
Set sourcing strategy and lead end-to-end evaluations, including RFPs, build-versus-buy-versus-outsource recommendations, and renewal or discontinuation decisions.
Partner with Finance, Legal, InfoSec, and Compliance on contracts, renewals, and partner security, privacy, and compliance requirements, including HIPAA.
Identify opportunities to consolidate and standardize the vendor portfolio and define the long-term direction of each relationship.
Use AI to automate vendor management work, including performance reporting, data reconciliation, and SOP creation.
Work with BPO partners to incorporate AI and automation into outsourced workflows and measure gains in throughput, handle time, and cost per transaction.
Lead high-priority escalations and special projects involving third-party partners.

Benefits

Health, dental, and vision benefits starting on the first day.
Access to One Medical accounts for employees and dependents.
HSA and FSA plans, with Spring contributing up to $1,000 to HSAs depending on plan type.
Employer-sponsored 401(k) match of up to 2%.
Yearly allotment of no-cost visits to Spring Health network therapists, coaches, and medication management providers for employees and dependents.
Paid time off policies including vacation, sick leave, and company holidays.
After six months of tenure, parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
Access to Noom, a psychology-based weight management program.
Fertility care support through Carrot and up to $4,000 reimbursement for related fertility expenses.
Access to Wellhub for fitness, mindfulness, nutrition, and sleep options.
Access to BrightHorizons sponsored child care, backup care, and elder care.
Up to $1,000 per year in professional development reimbursement.
$200 per year in donation matching.