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We're looking for an Associate Director, Care Support US Operations to champion the continued evolution of our domestic team, cementing our position as a Center of Excellence (COE). In this role, you aren't just overseeing workflows; you are the steward of a high-performing culture built on trust and expertise. You will lead our U.S. team through the vital work of vetting and stabilizing complex workflows including Core, Member Benefits, and Medical Records, ensuring they are human-centered and sustainable before they scale.

You will act as a strategic architect, guiding the team toward high-complexity, high-touch service lines. We need a leader who balances operational rigor with a deep commitment to team well-being, ensuring our people feel valued and empowered. This is a role for a "servant leader" who believes that a unified, "one team" culture is the foundation of world-class service. This is a full time position on our team reporting to the Director, Care Support. This is a hybrid role based in New York City, with an expectation to be in office 3 days per week. Our office is located at 60 Madison Avenue. Additionally, occasional travel may be required for company or team events. 

What you'll do: 

• Own domestic SLAs while fostering an environment where accountability is paired with support and mentorship.
• Lead the shift toward a high-performance culture by focusing on clarity, purpose, and the "why" behind our metrics.
• Reallocate capacity toward high-complexity issues, ensuring team members feel challenged but not overwhelmed.
• Partner closely with BPO Operations to ensure knowledge transfer is a collaborative, relationship-driven process.
• Ensure workflows are built for "portability," keeping the human experience at the center of every AI or offshore automation strategy.
• Serve as a primary partner to Product, acting as the voice of the frontline to ensure their friction is heard and addressed.
• Champion U.S.-led innovations, ensuring our "architects" see the tangible impact of their creativity across our global footprint.
• Design engagement strategies that celebrate wins and foster a profound sense of purpose.
• Coach and elevate managers, helping them transition from tactical oversight to inspirational leadership.
• Partner with HR to build frameworks and governance.

What success looks like in this role: 

Success in this role is defined by a team that is as healthy as it is productive.

• Team Engagement: Measured through "Thriving" scores and the retention of our talented high-performers.
• Knowledge Transfer Harmony: Seamless hand-offs to partners where quality is maintained through clear communication and mutual respect.
• Operational Excellence: Consistent achievement of SLAs, driven by a team that feels equipped and supported.
• Leadership Growth: The successful elevation of your direct reports, enabling them to lead with confidence and autonomy.

What you'll bring:

• 7+ years of experience in operations or service delivery leadership, specifically within fast-paced environments.
• 2+ years of experience managing managers, with a proven ability to build resilient, high-trust teams.
• A track record of leading through change with transparency and heart.
• The ability to balance data-driven "architect" thinking with an intuitive understanding of people dynamics.
• A steady, compassionate leader who prioritizes the team's ability to thrive during transitions.
• Highly accountable, yet possesses the emotional intelligence to coach through setbacks.
• A clear communicator who can distill ambiguity into calm, actionable steps for their team.

The target base salary range for this position is $140,000 - 177,100, and is part of a competitive total rewards package including equity 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. 

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.