Associate Director, Provider Enablement and Performance Excellence

We’re looking for a strategic, systems-driven leader to join our Provider Operations team as the Associate Director of Provider Enablement and Performance Excellence. This is a full-time, remote position reporting to the Director of Provider Experience Operations.

In this high-impact role, you’ll ensure our mental health provider network is equipped, informed, and empowered to thrive. You’ll lead a team focused on provider readiness, change management, self-service enablement, and performance optimization- critical pillars that drive clinical quality, operational efficiency, and provider satisfaction.

This role is ideal for someone who thrives in a fast-paced, high-growth environment and brings a human-centered, solutions-oriented mindset to complex challenges.

What you’ll do: 

Change Management & Enablement Strategy

• Lead provider-facing change management efforts by developing and executing rollout plans for product, policy and process updates in partnership with cross functional partners that minimize disruption and foster adoption.
• Drive provider engagement and readiness through thoughtfully sequenced rollout plans, proactive communication, and structured training programs
• Translate complex information into clear, accessible enablement materials that meet providers where they are

Self-Service Ecosystem & Policy Management

• Oversee the self-service content strategy, including management of Zendesk Guide and knowledge base toolsEmpower providers through self-service content to reduce support
• Ensure provider documentation is always up-to-date, user-friendly, and aligned with current product functionality and policies
• Empower providers through self-service content to reduce support ticket volume

Provider Performance Programs

• Leverage data to spot trends, design scalable solutions, and refine models for better provider experience and operational quality (e.g., note completion, appointment adherence, rebooking rates.)
• Continuously test and refine support models to improve provider experience, quality, and efficiency

Team Leadership

• Lead and grow a team with a focus on excellence and provider-centered design.
• Foster a culture of operational excellence, data-driven decision making, and provider-centric thinking
• Collaborate closely with cross-functional leaders to influence roadmap and prioritization decisions

What success looks like:

• Strong provider satisfaction scores on training, communications, and support
• Increased provider adoption of new tools, features, and processes
• Sustained improvements in operational KPIs, such as documentation compliance and scheduling efficiency
• Measurable increases in self-service usage and reductions in direct support volume
• On-time and high-quality execution of provider rollout initiatives

What you’ll bring:

• 6+ years of experience in provider enablement, operations, clinical training, or healthcare support roles
• Clinical experience with a background in high-growth tech, digital health, or mental health environments strongly preferred
• Proven ability to manage complex, cross-functional programs with strong attention to detail
• Excellent communication and content development skills, particularly for technical or policy-heavy topics
• Experience with self-service platforms like Zendesk and using data to optimize support models
• Strong people leadership skills and the ability to lead through influence across teams
• Passion for supporting care providers and improving the systems that support them

The target base salary range for this position is $126,740- $158,425, 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. 

Benefits provided by Spring Health:

Note: We have even more benefits than listed here 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.

• Health, 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.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals. 
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.