Director of CX Delivery, Spring Health
Alma
$150-180k
Personalised mental healthcare
Be an early applicant
Personalised mental healthcare
1001+ employees
Be an early applicant
$150-180k
1001+ employees
Company mission
To eliminate every barrier to mental health.
Role
Who you are
- A successful candidate should have extensive experience leading high-quality support teams at scale, demonstrated ability to design and operationalize teams for organizational effectiveness, and be extremely customer-focused
- You have 8-12+ years in customer support and 5-7+ years of people leadership, with experience scaling operations and driving organizational transformation across a multi-layer team
- Demonstrated ability to develop managers of managers, leading teams effectively, and cultivating intentional customer-centric team cultures
- Demonstrated experience in diagnosing organizational capabilities, addressing gaps, and leading organizational redesigns to improve business performance
- Thrive in a scaling, fast-paced, ambiguous environment, and have demonstrated success in transformational leadership by bringing your team along during periods of rapid change and complexity
- A data-driven customer-centric mindset— you advocate for customers through data, know your way around basic to intermediate SQL queries, and can translate CX data into clear insights, decisions, and performance actions for leaders and teams
- You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills
- Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply
What the job involves
- As Alma’s Director, Customer Experience, you’ll lead our team through our next stage of growth, as we scale and evolve into a best-in-class service for our network of providers and their clients
- Leading our frontline teams, you will equip and empower them to deliver customer-centric support at every touchpoint and elevate their insights cross-functionally—across Product, Design, and Marketing—to drive continuous improvement of our products and services
- Define, own, and drive strong CX team performance and quality standards—including productivity, reliability, and customer satisfaction— while managing operational efficiency and costs
- Design, build, and execute on an organizational strategy that drives operational efficiency, team performance, business outcomes, and high-quality customer experiences at scale
- Define our talent management strategy, partnering with our Learning & Development team, to define and maintain competency frameworks, career paths, and succession plans
- Partner with Workforce Management to ensure staffing models, schedules, and capacity plans support service levels and business priorities
- Partner with key stakeholders to staff across channels and equip the team to resolve a variety of complex issue types while navigating ambiguous external dependencies
- Influence across the business, elevating the team's insights through clear data stories and customer-centric narratives, partnering cross-functionally to improve our product and services
- Lead customer retention and engagement strategies—designing proactive support programs, escalation protocols, and high-touch interventions that drive LTV and reduce churn
Our take
Large companies often provide employees with mental health services, but small businesses find it challenging to offer similar support. Additionally, existing support systems are usually generalised, failing to deliver the personalised mental healthcare that individuals need. To address this gap, Spring Health has developed AI-driven tools for employers to create tailored mental wellness plans for their employees, including treatment options, daily routines, and medication plans based on individual data.
Spring Health has recently expanded its services to the family and pediatric space through the acquisition of Weldon, offering mental wellness guidance to parents. This expansion includes chats with therapists, social workers, and parenting coaches, as well as group support with other parents and access to educational content. By focusing on personalised care, Spring Health aims to enhance mental wellness support for families alongside its existing employee services.
The behavioural health market is projected to grow to $242B by 2027. While many solutions prioritise fast access to therapy or meditation, Spring Health differentiates itself by emphasising the right type of care for each individual. With substantial funding raised, Spring Health is well-positioned to continue its innovative approach to mental health services.
Freddie
Company Specialist at Welcome to the Jungle
Insights
77% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2024
$100m
SERIES E
Apr 2023
$71m
LATE VC
Total funding: $465.1m
Company benefits
- Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans available
- A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
- 10 allocated sick days per year
- Flexible paid time off in addition to 12 paid holidays throughout the year
- Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management
- Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave to renew and recharge
- 4-4.5 months of fully paid parental leave
- Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care
- Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses
- Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively
- On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
- Employer sponsored 401(k) match of up to 2% after 90 days of employment
- Flexible work arrangements: 66% of Spring Health team members work fully remote while 33% work in a hybrid model from our New York City offices
- Focus Fridays: no meetings, no distractions, just time for you to get work done
- Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members
- Up to $1,000 Professional Development Reimbursement per calendar year
- $200 per year donation matching to support your favorite causes
Company HQ
Flatiron District, New York, NY
Leadership
Adam Chekroud
(Co-Founder & President)Previously President of The Oxford Guild Business Society for 2 years and Researcher at FMRIB Centre - University of Oxford for 1 year.
April Koh
(Co-Founder & CEO)Previously Chief Product Officer & Co-Founder at Spylight for 1 year. Also worked in the Product Management Department at Shazam for 5 months.
Share this job
View 28 more jobs at Spring Health