​​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.
• Excellent problem-solving and analytical skills, with the ability to translate insights into practical actions.
• A builder’s mindset — comfortable establishing frameworks, processes, and standards in a scaling environment.
• Strong leadership presence and ability to develop, motivate, and empower talent.
• A mindset centered on excellence, accountability, and continuous learning.

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.