Manager, Technical Implementation

divh2Manager, Technical Implementation/h2pAt Spring Health, were on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right timewhether its therapy, coaching, medication, or beyondtailored to each individuals needs./ppWe proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, weve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers./ppWe have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. Were just getting startedjoin us on our journey to make mental healthcare accessible to everyone, everywhere./ppThe Manager, Technical Implementation reporting to the Director, Implementation, will be responsible for the functional and strategic leadership of a team of Technical Implementation Managers. This role will cross lines of business supporting our direct, resold, and payer customers. Technical Implementation plays a key role in ensuring our new and existing customers have accurate and consistent data integrations. This role has continuous opportunities to work cross-functionally with other leaders and provide delightful customer solutions. The ideal candidate thrives in a fast-paced environment making key strategic decisions while also not being afraid to roll up their sleeves and dive into the details./ppWe are an award-winning, passionate, and mission-driven team with the support of leaders in psychiatry, and backed by prominent VCs including Rethink, Work-Bench, RRE, and General Catalyst./ph3Day-to-Day Operations Support/h3ulliOwning the setup and maintenance of our Customers data and authentication integrations as well as all internal service account configurations./liliLeading and coaching a team of Technical Implementation Managers by setting clear and achievable KPIs, providing constructive feedback, and carrying forward our high-performing, inclusive, and fun team culture./liliServing as a leader and advocate for the development of your team and your teams processes and resources./liliServing as a point of escalation for our Customers, team, and cross-functional partners to resolve issues promptly and maintain strong relationships./liliEnsuring alignment to and meeting of defined team KPIs and the effective reporting of KPIs to leadership./li/ulh3Customer Stakeholder Engagement/h3ulliLeading and supporting cross-functional collaboration efforts to ensure alignment across all internal and external stakeholders./liliServing as a thought leader within the organization for how best streamline configurations and data integrations for our Customers./liliSupporting various customer engagements during the sales, implementation, and/or post-launch process./li/ulh3Process Improvement/h3ulliDriving continuous improvement of our delivery processes to improve efficiency, scalability, quality, and outcomes./liliPartnering closely with Eligibility and Data Platform pod leaders to continuously improve workstreams and customer feedback loops, ensuring efficient eligibility file ingestion, timely system updates, and seamless integration across platforms./liliCollaborating cross functionally with Sales, Customer Success, and Operations to define and maintain alignment on strategy and delivery on priority initiatives./liliOverseeing our Customers non-standard requirements (intaking requirements, aligning resources, maturing into repeatable processes)./li/ulh3What Success Looks Like In This Role/h3ulliQuality Launches | On-time platform configurations error-free quality assurance/liliTimely Issue Resolution | Achieve the lowest possible mean time to resolution for customer data and eligibility issues through proactive monitoring, root-cause analysis, customer escalation pathways, and cross-functional coordination/liliCustomer Satisfaction | Consistently high customer implementation satisfaction scores/liliTop of License | Ensuring team and cross-functional partners are prioritizing work that matches domain and expertise/liliCross-Functional Operational Excellence | Collaborate cross-functionally to build seamless and sustainable processes/li/ulh3What We Expect From You/h3ulliBachelors degree or higher/lili5+ years of solutions engineering, technical account management, implementation, and/or technical operations/lili3+ years of people management with a proven track record of team retention and growth/liliStrong technical knowledge, including: SQL, HRIS APIs, SFTP, ETL, SSO, Data Warehouse/liliStrong agile project management experience/liliAbility to manage escalations and coach teams through complex client challenges/liliAbility to thrive in a fast-paced and high-pressure environment/liliExperience creating cross-functional PRDs, SOPs, or Playbooks/liliPrior experience with tools such as: Snowflake, AWS, Smartsheet, Salesforce, Looker, Hex/liliHigh integrity, organizational skills, attention to detail, humility, resourcefulness, ambition, professionalism, and a proactive approach/liliA deep passion to transform the U.S. healthcare system, especially mental health./liliWillingness and ability to travel up to 10%/li/ulpThe target base salary range for this position is $97,325 - $114,500, plus an additional 15% variable compensation and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay./ppNote: We have even more benefits than listed and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria./pulliHealth, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type./liliEmployer sponsored 401(k) match of up to 2% for retirement planning/liliA yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents./liliWe offer competitive paid time off policies including vacation, sick leave and company holidays./liliAt 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents./liliAccess to Noom, a weight management programbased in psychology, thats tailored to your unique needs and goals./liliAccess to Carrot, fertility care support, in addition to $4,000 reimbursement for related fertility expenses./liliAccess to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription/liliAccess to BrightHorizons, which provides sponsored child care, back-up care, and elder care/liliUp to $1,000 Professional Development Reimbursement a year./lili$200 per year donation matching to support your favorite causes./li/ulpNot sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply./ppOur Values/ppSpring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or/p/div