Technical Implementation Manager, Spring Health

• This role requires a proactive problem solver with strong analytical skills, capable of cutting through initial ambiguities to uncover root causes efficiently
• The ideal candidate should be adept at navigating both internal and external teams, acting as a bridge between stakeholders to ensure seamless communication and resolution of complex issues
• In addition, this individual must exhibit technical acumen and the ability to translate business requirements into scalable, automated solutions that improve operational efficiencies
• Bachelor’s degree or higher
• 3-5+ years of technical implementation, technical account management, client services, client operations, and/or technical operations experience
• Advanced understanding of ETL pipelines, API integrations, SSO, & data ingestion processes
• Proficient in SQL/ Advanced understanding of relational databases
• Experience creating cross-functional PRD, SOP, or Playbooks
• Prior experience with Customer Relationship Management Software or Project Management tools (e.g., Salesforce, Smartsheet)
• Effective listener with a creative approach to problem-solving to ensure root issues are addressed strategically
• High integrity, organizational skills, attention to detail, humility, resourcefulness, ambition, professionalism, and a proactive approach
• A deep passion to transform the U.S. healthcare system, especially mental health

• The Technical Implementation Manager reporting to the Director, Implementation, will be responsible for managing the key elements behind our world class member experience
• They must be comfortable identifying and proposing solutions in environments with incomplete or evolving information, demonstrating a creative and solution-oriented mindset
• They should feel empowered to make decisions confidently, even when the path forward is unclear, using sound judgment and technical expertise to drive results
• A deep understanding of operational processes, automation tools, and cross-functional collaboration is essential to thrive in this role. This role may also require the support of direct customer implementations
• Driving eligibility file setup for new customers (file specifications review, development, delivery (via SFTP/API), testing, ingestion configuration, and processing)
• Driving eligibility file changes for existing customers (file format or value changes and/or file source changes)
• Driving remediation of census failures (RCA, Customer communication, testing and implementing fixes, coordinating cross-functionally to validate downstream process continuation)
• Driving non-automated eligibility deactivation processing on behalf of our Customers
• Supporting ad hoc cross-functional initiatives involving eligibility processes, SSO, and Customer configurations
• Serving as the main technical resource for our Customers and their vendor partners in support of:
• New eligibility file development
• Update existing eligibility files
• Remediate eligibility file issues
• Maintain eligibility file specifications documentation
• Creating and maintaining internal eligibility file process enablement documentation
• Maintaining eligibility file Customer point of contact database
• Collaborating with Customer Success and Marketing to operate evergreen Customer communications regarding eligibility file maintenance
• Collaborating with cross-functional teams to develop tailored technical solutions for our Customers
• Serve as team and cross-functional expert/SME for the eligibility file process, SSO, and internal Customer configurations
• Collaborating cross-functionally to design and implement scalable, automated processes and features, ensuring long-term operational efficiency
• Serving as the main point of contact for our Customers’ non-standard requirements (intaking requirements, aligning resources, maturing into repeatable processes)
• Build and maintain eligibility file processing configurations
• Build and maintain internal Customer account configurations
• Assist with relaunching our Customers’ programs annually
• What success looks like in this role:
• Customer projects (internal configurations, eligibility files, SSO, etc.) launch on-time
• Eligibility files complete and automated by launch date
• Eligibility files updated regularly to meet current specifications
• Issues with eligibility files remediated in a timely manner
• Customer satisfaction via survey responses specific to technical implementation (SSO, SFTP, etc)
• Completion of key initiatives directly related to department scalability

• 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

Total funding: $465.1m

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 generalized, failing to deliver the personalized 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.