Senior Director, Provider Experience Operations

Spring Health is a global mental health company dedicated to eliminating barriers to mental health care. Their AI-native platform delivers personalized support across self-guided tools, coaching, therapy, medication management, and specialty care, reaching over 170 million people worldwide through leading employers, health plans, and partners. Outcomes are independently validated by JAMA Network Open and the Validation Institute.

The Senior Director, Provider Experience Operations will lead the strategy and operations shaping the experience of providers across the Spring Health and Alma networks. This role focuses on retaining, supporting, engaging, and enabling providers to build thriving practices while delivering exceptional care to members.

This is a full-time, fully remote position with occasional travel for company or team events/meetings.

What you’ll do:

• Define and drive the provider experience strategy across Spring Health and Alma, focusing on helping providers build thriving, sustainable practices within our networks.
• Identify and remove friction points across the provider journey to improve satisfaction, engagement, retention, and performance.
• Serve as a strong voice for providers, 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 resolving 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 scalable experiences for providers.
• Develop scalable programs to help providers grow their practices, engage with networks, and deliver high-quality care.
• Strengthen provider engagement and retention across both networks.
• Lead provider performance programs, including metrics, feedback loops, coaching, and interventions to ensure consistent, high-quality member experiences.
• Identify drivers of provider satisfaction, retention, and practice success, translating 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:

• Improve provider satisfaction and NPS (Net Promoter Score), retaining high-quality providers across Spring Health and Alma.
• Enhance providers’ ability to build and sustain their practices within our networks.
• Deliver fast, high-quality resolution while increasing self-service and AI-enabled support.
• Drive fast, successful adoption of new products, tools, workflows, and policies.
• 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 in building strategies and programs that improve provider or customer satisfaction, engagement, retention, and performance at scale.
• Deep understanding of provider workflows and factors enabling 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, translating 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.