Spring Health
Strategy & Operations Lead, Care Delivery BPO
$122K–$140K
New York (Hybrid) · Hybrid · Full-time · Posted Oct 13, 2026
- Experience
- 5+ years in specified operations or leadership areas; 3+ years directly managing offshore or nearshore BPO partners.
About the job
Leads day-to-day operations and performance of external care delivery BPO partners, aligning their workflows, quality, and capacity with Spring Health’s domestic care organization.
What you'll do
- Oversee partner operations, performance telemetry, quality frameworks, and SLA governance; expand partner scope and transition workflows.
- Coordinate with domestic Care Delivery, WFM, Quality, Enablement, IT, People Ops, and BPO leaders to standardize workflows and maintain operational parity.
- Use AI tools to draft SOPs, analyze performance data, synthesize feedback, and automate workflows.
What they ask for
- 5+ years in Strategy & Operations, BPO Operations, Care Delivery, or High-Volume Operations leadership.
- 3+ years directly managing offshore or nearshore BPO partners in real-time queue environments.
- Demonstrated experience expanding partner scope, migrating workflows or issue types, and scaling external delivery.
- Experience designing operational processes with IT, HR/People Ops, or Security; proficiency with BI and CRM reporting tools and WFM principles; active use of AI tools in daily workflows.
Nice to have
- Experience in healthcare, digital health, or HIPAA-compliant environments.
Pay
$121.5K – $140K USD base salary
Tools
Looker, Tableau, Omni, Zendesk, Salesforce
AI focus
Use AI tools to draft operational SOPs, analyze partner performance data, synthesize feedback loops, and automate workflows.
Model-written summary · the original posting is authoritative