Manager, Technical Implementation

The Manager, Technical Implementation reporting to the Director, Implementation, will be responsible for the functional and strategic leadership of a team of Technical Implementation Managers. This role will cross lines of business supporting our direct, resold, and payer customers. Technical Implementation plays a key role in ensuring our new and existing customers have accurate and consistent data integrations. This role has continuous opportunities to work cross-functionally with other leaders and provide delightful customer solutions. The ideal candidate thrives in a fast-paced environment making key strategic decisions while also not being afraid to roll up their sleeves and dive into the details.

We are an award-winning, passionate, and mission-driven team with the support of leaders in psychiatry, and backed by prominent VCs including Rethink, Work-Bench, RRE, and General Catalyst.

What you’ll be doing:

Day-to-Day Operations & Support

• Owning the setup and maintenance of our Customers’ data and authentication integrations as well as all internal service account configurations.
• Leading and coaching a team of Technical Implementation Managers by setting clear and achievable KPIs, providing constructive feedback, and carrying forward our high-performing, inclusive, and fun team culture.
• Serving as a leader and advocate for the development of your team and your team’s processes and resources.
• Serving as a point of escalation for our Customers, team, and cross-functional partners to resolve issues promptly and maintain strong relationships.
• Ensuring alignment to and meeting of defined team KPIs and the effective reporting of KPIs to leadership.

Customer & Stakeholder Engagement

• Leading and supporting cross-functional collaboration efforts to ensure alignment across all internal and external stakeholders.
• Serving as a thought leader within the organization for how best streamline configurations and data integrations for our Customers.
• Supporting various customer engagements during the sales, implementation, and/or post-launch process.

Process Improvement

• Driving continuous improvement of our delivery processes to improve efficiency, scalability, quality, and outcomes.
• Partnering closely with Eligibility and Data Platform pod leaders to continuously improve workstreams and customer feedback loops, ensuring efficient eligibility file ingestion, timely system updates, and seamless integration across platforms.
• Collaborating cross functionally with Sales, Customer Success, and Operations to define and maintain alignment on strategy and delivery on priority initiatives.
• Overseeing our Customers’ non-standard requirements (intaking requirements, aligning resources, maturing into repeatable processes).

What success looks like in this role:

• Quality Launches | On-time platform configurations & error-free quality assurance
• Timely Issue Resolution | Achieve the lowest possible mean time to resolution for customer data and eligibility issues through proactive monitoring, root-cause analysis, customer escalation pathways, and cross-functional coordination
• Customer Satisfaction | Consistently high customer implementation satisfaction scores
• Top of License | Ensuring team and cross-functional partners are prioritizing work that matches domain and expertise
• Cross-Functional Operational Excellence | Collaborate cross-functionally to build seamless and sustainable processes

What we expect from you:

• Bachelor’s degree or higher
• 5+ years of solutions engineering, technical account management, implementation, and/or technical operations
• 3+ years of people management with a proven track record of team retention and growth
• Strong technical knowledge, including: SQL, HRIS APIs, SFTP, ETL, SSO, Data Warehouse
• Strong agile project management experience
• Ability to manage escalations and coach teams through complex client challenges
• Ability to thrive in a fast-paced and high-pressure environment
• Experience creating cross-functional PRDs, SOPs, or Playbooks
• Prior experience with tools such as: Snowflake, AWS, Smartsheet, Salesforce, Looker, Hex
• lattHigh 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.
• Willingness and ability to travel up to 10%

The target base salary range for this position is $97,325 - $114,500, plus an additional 15% variable compensation 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.