Senior Manager, Care Support BPO Operations

Reporting to the Director, Care Support, the Senior Manager, Care Support BPO Operations will lead the operational execution of our offshore support strategy. This role plays a critical role in ensuring our global vendor partners act as a seamless extension of our domestic Care Support team, maintaining high-quality, consistent, and aligned service as we scale.

This is a full-time position on our team and this role is based in New York City with a hybrid work expectation. Occasional travel may be required for team or company events.

What you’ll do:

• Own and drive performance KPIs for the offshore Care Support pod, including response times, resolution rates, productivity, quality, and adherence.
• Audit vendor leadership (Team Leads and Managers) to ensure coaching efficacy and consistent calibration across teams.
• Lead the scaling strategy while maintaining hiring and onboarding quality.
• Manage BPO roster integrity, monitor attrition trends, and ensure staffing levels match volume forecasts.
• Ensure full compliance with domestic workflows and policies at the offshore site through structured process alignment.
• Design and manage handovers, stand-ups, and communication rituals that keep domestic and offshore teams tightly integrated.
• Partner with Enablement to rebuild training modules for complex workflows like Medical Records across channels.
• Serve as the primary liaison between domestic SMEs and offshore teams to translate complex knowledge into actionable workflows.
• Foster a unified, inclusive culture between domestic and offshore teams, reinforcing a "One Team" mindset.

What success looks like:

• Meet or exceed SLA targets across all support channels.
• Achieve 100% adherence to offshore team KPIs.
• Maintain CSAT scores for offshore teams in parity with domestic benchmarks.
• Improve tickets-per-hour and resolution accuracy as the team scales.
• Successfully execute cross-team handovers and rituals to ensure operational integration.

What you’ll bring:

• 5+ years in Customer Support/Care leadership, with deep understanding of high-volume support environments.
• Proven success managing BPO partnerships, SLAs, and offshore/nearshore operations.
• Demonstrated experience scaling support teams through hypergrowth.
• Strong command of BI tools (Looker, Tableau) and CRM analytics (Zendesk, Salesforce).
• Solid grasp of Workforce Management concepts including Erlang C, shrinkage, and occupancy.
• Ability to create and operationalize standardized “Global Blueprints” across distributed teams.

The target base salary range for this position is $121,000 - $140,000 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.