Senior Director, Provider Experience Operations

The Senior Director, Provider Experience Operations will own the strategy and operations that shape the experience of providers across the Spring Health and Alma networks. This leader will play a critical role in how we retain, support, engage, and enable providers to build thriving practices with us while delivering exceptional care to members.

This role will lead provider support, enablement, engagement, and performance programs while serving as a highly influential voice for providers across the organization. The Senior Director will identify and remove friction from the provider journey, ensure providers can successfully adopt new products and ways of working, and build scalable experiences that strengthen provider satisfaction, retention, and network performance. This is a full time, fully remote position on our team. Occasional travel may be required for company or team events/meetings. 

What you'll do:

• Define and drive the provider experience strategy across Spring Health and Alma, with a focus on helping providers build thriving, sustainable practices within our networks.
• Identify the moments that matter most across the provider journey and remove friction that impacts satisfaction, engagement, retention, and performance.
• Serve as a strong voice of the provider, using data, feedback, and frontline insights to influence company priorities, policies, products, and workflows.
• Build mechanisms to understand provider sentiment and translate insights into clear priorities and measurable improvements.
• Lead provider support operations, improving the speed, quality, and effectiveness of how we resolve provider needs while expanding self-service and AI-enabled support.
• Own provider enablement and change management, ensuring providers can successfully adopt new products, workflows, tools, and policies.
• Partner across Product, Engineering, Clinical, Medical Affairs, Marketing, and Provider Operations to design experiences that work for providers at scale.
• Build scalable programs that help providers understand how to grow their practices, effectively engage with our networks, and deliver high-quality care.
• Develop strategies that strengthen provider engagement and retention across both networks.
• Lead provider performance programs, including the metrics, feedback loops, coaching, and interventions needed to support consistent, high-quality member experiences.
• Identify the drivers of provider satisfaction, retention, and practice success and translate them into actionable programs and operational improvements.
• Lead and develop a high-performing team spanning provider support, enablement, performance, and clinical expertise.

What success looks like in this role:

• Provider satisfaction & retention: Improve provider satisfaction/NPS and retain high-quality providers across Spring Health and Alma.
• Thriving practices: Improve providers’ ability to successfully build and sustain their practices within our networks.
• Provider support: Deliver fast, high-quality resolution while increasing self-service and AI-enabled support.
• Adoption: Drive fast, successful adoption of new products, tools, workflows, and policies.
• Quality: Enable consistent, high-quality member experiences across our diverse provider network.

What you'll bring:

• 10+ years of experience in healthcare operations, provider operations, customer/provider experience, or a related field, including significant leadership experience.
• Demonstrated success building strategies and programs that improve provider or customer satisfaction, engagement, retention, and performance at scale.
• Deep understanding of provider workflows and the factors that enable clinicians to build successful, sustainable practices.
• Experience leading large-scale support, enablement, performance, or change-management programs.
• Strong cross-functional influence, particularly with Product, Engineering, Clinical, and operational teams.
• Strong analytical and operational judgment, with the ability to translate provider insights and data into clear priorities and measurable action.
• Demonstrated ability to use AI and automation to improve support experiences, operational efficiency, and team effectiveness.
• Experience leading and developing high-performing, multidisciplinary teams.
• Digital health, provider network, marketplace, or EMR experience preferred.

The target base salary range for this position is $187,400 - $224,500, 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. 

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.