Senior Director, Provider Experience Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Define and implement the provider experience strategy across Spring Health and Alma.

• Identify critical moments in the provider journey and alleviate any friction impacting satisfaction, engagement, retention, and performance.

• Advocate for provider perspectives by utilizing data, feedback, and frontline insights to shape company priorities, policies, products, and workflows.

• Establish mechanisms to gauge provider sentiment and convert insights into quantifiable enhancements.

• Oversee provider support operations, enhancing resolution speed, quality, and effectiveness while broadening self-service and AI-enabled support options.

• Manage provider enablement and change management initiatives for the adoption of products, workflows, tools, and policies.

• Collaborate with Product, Engineering, Clinical, Medical Affairs, Marketing, and Provider Operations teams.

• Develop scalable programs that foster practice growth, network engagement, and high-quality care.

• Formulate strategies for provider engagement and retention across both networks.

• Direct provider performance programs, including metrics, feedback loops, coaching, and interventions.

• Identify key factors influencing provider satisfaction, retention, and practice success, translating them into operational enhancements.

• Lead and nurture a high-performing team focused on provider support, enablement, performance, and clinical expertise.

• Enhance provider satisfaction/NPS and retention rates.

• Empower providers to establish and maintain successful practices.

• Ensure prompt and high-quality resolution of provider support inquiries.

• Promote the adoption of new products, tools, workflows, and policies.

• Facilitate consistent, high-quality experiences for members.

⛳️ Requirements

• 10+ years of experience in healthcare operations, provider operations, customer/provider experience, or a related field.

• Significant leadership experience.

• Proven track record of developing strategies and programs that enhance provider or customer satisfaction, engagement, retention, and performance at scale.

• In-depth understanding of provider workflows and the elements that enable clinicians to build successful, sustainable practices.

• Experience managing large-scale support, enablement, performance, or change-management initiatives.

• Strong cross-functional influence across Product, Engineering, Clinical, and operational teams.

• Excellent analytical and operational judgment.

• Proficient in converting provider insights and data into clear priorities and measurable actions.

• Demonstrated capability to leverage AI and automation to enhance support experiences, operational efficiency, and team effectiveness.

• Experience in leading and developing high-performing, multidisciplinary teams.

• Preferred experience in digital health, provider networks, marketplaces, or EMR systems.

🏝️ Benefits

• Equity.

• Health, dental, and vision benefits starting on the first day.

• One Medical accounts.

• HSA and FSA plans, with Spring contributing up to $1,000 for 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 vacation, sick leave, and company holidays.

• Parental leave after 6 months: 18 weeks for birthing parents and 16 weeks for non-birthing parents.

• Noom weight management program.

• Carrot fertility care support and $4,000 reimbursement for related fertility expenses.

• Wellhub fitness, mindfulness, nutrition, and sleep subscription.

• BrightHorizons sponsored child care, backup care, and elder care.

• Up to $1,000 annual professional development reimbursement.

• $200 annual donation matching.

• Fully remote work arrangement.

• Occasional company or team event/meeting travel.