Senior Manager, Clinical – Dedicated Workplace Teams

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

📋 Description

• Oversee, guide, and cultivate managers and team leads, including recruitment, onboarding, and supporting their professional development.

• Implement structured performance management processes, encompassing goal setting, feedback, recognition, development, and addressing performance gaps.

• Review managers’ coaching practices to maintain consistent standards across teams.

• Convert functional strategies into operational workflows and take responsibility for performance against KPIs.

• Execute budget and workforce planning.

• Align staffing with projected volumes and track attrition trends in collaboration with Workforce Management.

• Manage the creation, review, and approval of SOPs; act as a subject matter expert and ensure adherence to policies and compliance.

• Lead modifications to policies, productivity standards, and operational models.

• Identify training and process enhancement opportunities in collaboration with Enablement.

• Prepare teams for the implementation of new programs, tools, policies, and workflows.

• Foster relationships with internal stakeholders and external customer partners.

• Oversee the resolution of sensitive and highly escalated issues.

• Provide leadership during changes, develop communication strategies, and promote a culture of ownership, accountability, and sharing of best practices.

• Facilitate the responsible adoption of sanctioned AI tools and assess their impact on efficiency, service quality, and member experience.

• Complete necessary AI training and ensure that leaders and team members participate.

• Utilize AI for drafting SOPs, performance evaluation, leadership reporting, documentation, member communication workflows, escalation routing, and reporting.

• Propel systematic AI enhancements, increase throughput, reduce handling time, and document efficiency improvements.

• Maintain an AI roadmap that prioritizes use cases and tracks measurable adoption advancements.

• Integrate AI proficiency into hiring practices and team development expectations.

⛳️ Requirements

• Possession of an active independent license (e.g., LP, LCSW, LMHC, LPC, LMFT).

• 6–10 years of cumulative professional experience in customer support, behavioral health, care delivery, or operations.

• 5+ years of leadership experience, including managing managers and leading teams of over 40 through multiple layers.

• Proven ability to build high-performing teams and nurture leaders and frontline team members.

• Experience in translating strategic initiatives into operational processes and driving KPIs and service levels in high-volume settings.

• Background in overseeing supervision, triage, escalation, crisis management, and safety planning across teams.

• Experience in developing and managing programs, including supervising teams responsible for program delivery and ongoing improvement.

• Outstanding communication and change leadership abilities.

• Practical experience with EHR systems, case-management or contact-center platforms like Zendesk or Salesforce, BI tools such as Looker or Tableau, and AI tools.

• Experience in integrating AI into workflows, critically assessing outputs, and safeguarding confidentiality.

• Preferred: experience in a startup, digital health, or other rapidly growing environments.

• Preferred: familiarity with workforce management concepts, including Erlang C, shrinkage, and occupancy.

• Preferred: EAP experience, including CEAP.

• Eligibility to work in the U.S. is required by the application form.

🏝️ Benefits

• Health, Dental, and Vision benefits commence on your first day.

• One Medical accounts available.

• HSA and FSA plans, with Spring contributing up to $1K for HSAs based on plan type.

• Employer-sponsored 401(k) match of up to 2%.

• Annual 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 of tenure.

• Access to the Noom weight management program.

• Fertility care support through Carrot, including a $4,000 reimbursement for related fertility expenses.

• Access to Wellhub for fitness, mindfulness, nutrition, and sleep resources.

• Access to BrightHorizons-sponsored child care, back-up care, and elder care services.

• Up to $1,000 Professional Development Reimbursement annually.

• $200 per year in donation matching.

• Equity offered.