Strategy & Operations Lead, Care Delivery Program

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

📋 Description

• Define the strategic direction for a suite of care delivery services, aligning long-term service requirements with business priorities and outcomes for members and customers.

• Evaluate potential opportunities and trade-offs across services, recommending where to invest time and resources to enhance quality, value, and sustainable economics.

• Create business cases for major changes in services and operating models, considering their effects on costs, capacity, revenue, and outcomes.

• Lead intricate, cross-functional projects from the initial planning stages through to implementation and assessment.

• Establish collaborative planning, performance measurement, and coordination methods across services.

• Identify opportunities for AI and automation, redesign workflows, implement solutions, and facilitate adoption across teams.

• Measure and communicate efficiency, quality, and service outcomes; share best practices and assist colleagues in using AI responsibly.

• Collaborate with Finance and commercial teams on service economics, pricing strategies, and customer commitments.

• Align a prioritized cross-service portfolio with strategic goals through clear problem statements, ownership, decision paths, and roadmaps.

• Validate the measurable, sustained impact of initiatives in partnership with Finance and Analytics while ensuring member safety, clinical quality, access, customer value, and experience.

• Provide leaders with shared scorecards and operational mechanisms to cover performance, dependencies, risks, and decisions.

• Align senior partners on recommendations and trade-offs, advancing ambiguous issues to clear solutions.

⛳️ Requirements

• At least 5 years of experience in strategy and operations, business operations, consulting, program leadership, or a related field, or equivalent experience managing complex work into sustainable operations.

• Proven success in leading high-impact initiatives across various functions, workstreams, or service lines, achieving results through adoption and ongoing execution.

• Strong strategic and analytical skills, including the ability to frame ambiguous challenges, assess multiple alternatives, and convert evidence into straightforward recommendations.

• Experience in developing business cases and collaborating with Finance or Analytics to quantify costs, benefits, assumptions, and the impact realized.

• Systems thinking capability and experience in creating scalable operating models, governance, metrics, or processes.

• Ability to influence senior stakeholders, synthesize diverse perspectives, and articulate complex recommendations and trade-offs clearly.

• Strong program leadership skills, including prioritization, risk management, change adoption, and follow-through in uncertain environments.

• Experience in balancing financial and operational goals with member outcomes, clinical quality, safety, access, and customer value.

• Background in evaluating or delivering technology, automation, or AI-enabled workflow enhancements, including tracking adoption and impact.

• Experience in healthcare, mental health, leaves of absence, employee benefits, or other complex service environments is preferred.

• Demonstrated experience in leading AI-enabled or automated workflow enhancements across multiple teams or functions.

• Certified Leave Management Specialist (CLMS) certification is preferred, or a willingness to obtain it.

🏝️ Benefits

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

• One Medical accounts.

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

• 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.

• Noom weight management program.

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

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

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

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

• $200 per year in donation matching.

• Equity.