Associate Director, Operations Performance

Job Description

Our mission: to eliminate every barrier to mental health. At Spring Health, we’re 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 time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We 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, we’ve 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. We 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 billion.

We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere. ​​Reporting to the Senior Director of Operations Intelligence, the Associate Director of Operations Performance will lead the team responsible for defining, measuring, and improving how Spring Health’s Operations delivers excellence. This leader will own the performance management frameworks that govern quality, consistency, and operational effectiveness across the organization.

They will develop the systems and standards that help Operations teams identify performance gaps, drive accountability, and continuously improve results — enabling Spring Health to deliver best-in-class service at scale. The ideal candidate is a strategic and operational leader who combines analytical rigor with a passion for continuous improvement. They will serve as a trusted thought partner to Operations leadership, helping teams translate strategy into measurable outcomes through data, insight, and disciplined execution.

This is a full time, fully-remote position, though the ability to be onsite in our NYC office once a week is preferred. What you’ll do:Lead a performance Center of Excellence: Define, design, and implement the systems and playbooks for a standardized Operations performance management system, including frameworks for quality assurance, process adherence, and performance measurement, to institutionalize consistent and predictable operational excellence across all Ops teams.

Establish clear metrics and standards of excellence: Partner with Operations leadership to define what “great” looks like for each function — including quality benchmarks, efficiency targets, and SLAs. Drive performance insights: Identify trends, root causes, and opportunities for improvement through data analysis, feedback loops, and structured operational reviews. Partner cross-functionally: Collaborate closely with team leaders to ensure performance frameworks are applied consistently and lead to measurable improvement.

Support strategic initiatives: Partner with the Analytics & Workforce Optimization team to evaluate the impact of process changes and strategic initiatives on operational outcomes. Build and lead a high-performing team: Develop and mentor performance managers who bring structure, curiosity, and accountability to every engagement. What success looks like:Performance frameworks and QA process adoption rate: A clear, standardized performance management system in use across all of Operations.

Improvement in quality rates: Audit and QA programs drive meaningful, measurable improvement in performance. Cultural shift, including reporting efficiency improvements: Quality, efficiency, and consistency metrics are tracked and trusted company-wide, and utilized by Ops leaders. Stakeholder satisfaction: Core Operations teams view Performance as a strategic partner — not a compliance function — that helps them deliver better outcomes.

What you’ll bring:8+ years of experience in operations strategy, analytics, quality, or a related role, including 3+ years in a leadership position. Strong command of operational metrics, audit methodologies, and continuous improvement practices; experience with tools/methodologies like Lean, Six Sigma is a plus. Demonstrated ability to partner with senior leaders to define success, identify performance opportunities, and implement sustainable improvements.

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