Manager, Care Support Optimization

The Manager, Care Support Optimization will be a strategic partner responsible for using data and analytics to drive significant improvements across our support operations. You will develop key reports and dashboards, lead data-driven initiatives to enhance efficiency and agent performance, and collaborate with cross-functional teams to implement new technologies and process optimizations.

This is a full-time role reporting to the Director of Care Support. This role is based in our New York City office and requires a hybrid work schedule of three days per week in our office located at 60 Madison Ave. 

What you’ll do:

• Operational Reporting & Analysis: Develop, automate, and maintain critical operational reports and dashboards, including weekly business reviews (WBR) and monthly business reviews (MBR), using tools like Looker. Provide regular data-driven insights to leadership on team performance and key trends.
• Performance Management & Optimization: Define and track key performance indicators (KPIs), analyze performance data, and create automated scorecards for agents and teams. Use these insights to set performance targets and identify opportunities for operational improvement and efficiency gains.
• Strategic Initiatives & Automation: Serve as the subject matter expert on data and analytics for new strategic projects, particularly those related to AI and automation. Oversee the successful adoption and implementation of these initiatives, and develop reporting to measure their impact on business goals.
• Data & Ad-Hoc Analytics: Proactively perform deep-dive ad-hoc analysis to investigate business problems, identify root causes, and uncover new opportunities to enhance the customer experience and team productivity.
• Cross-Functional Collaboration & Project Management: Provide project management support for various initiatives, ensuring alignment with business objectives. Act as a key liaison and collaborative partner to teams like Data Engineering, Business Intelligence (BI), Tooling Management and Workforce Operations to achieve shared goals.
• Process Optimization: Proactively identify and analyze existing workflows within Care Support, using data to pinpoint bottlenecks and inefficiencies. Develop and champion data-driven solutions to streamline processes and improve team productivity.

What success looks like:

• Percentage of recurring operational reports that are fully automated.
• Measurable improvements in key operational metrics (e.g., Average Handle Time, First Contact Resolution, First Response Time) that directly impact our efficiency and customer satisfaction.
• Quantifiable cost savings or efficiency gains from projects led or supported by this role.
• Positive feedback from internal partners (e.g., Data Engineering, BI, Workforce Operations) on collaboration and support.
• Number of data-driven insights that lead to a new business initiative or a change in strategy.
• Increased confidence in data through a reduction in data errors and a faster turnaround time on ad-hoc analysis.
• Successful implementation of at least one major workflow optimization project within the first year that results in quantifiable time savings or reduced manual effort.

What you’ll bring:

• Bachelor's degree in a quantitative field (e.g., Business, Economics, Statistics, Engineering) or equivalent practical experience.
• 3-5 years of experience in a consulting, strategy & operations, or similar analytical role with a proven track record of identifying and executing on process improvements or streamlining workflows. Experience within a customer support, operations, or BPO environment is a plus.
• Strong proficiency in spreadsheet modeling (e.g., Excel, Google Sheets).
• Working knowledge of data visualization and business intelligence tools (e.g., Looker, Tableau, Power BI).
• Proven ability to analyze complex data sets, identify trends, and translate data-driven insights into actionable recommendations.
• Excellent written and verbal communication skills, with a demonstrated ability to present complex information clearly to both technical and non-technical audiences. 
• Experience collaborating with cross-functional teams, including leadership and technical partners.
• Experience providing project management support for initiatives, with a focus on data enablement or operational improvement.

The target base salary range for this position is $97,325 - $114,500, 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. 

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.