Senior Business Analyst, Operations Analytics (Care Support)

Our mission: to eliminate every barrier to mental health. At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare , empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs. We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers. We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere. Reporting to the Director of Operations Analytics Workforce Optimization, the Senior Business Analyst, Operations Analytics will help drive operational excellence and measurable impact at scale across Spring Health. In this role, you will own strategic analytics, forecasting, and performance measurement that inform strategic decisions and day-to-day operations. You will have a primary focus on developing the analytical framework for the Care Support organization that handles inbound volume from Spring Health’s members and providers, while also contributing to analytical needs that span across the entirety of Operations. This is a full time, fully-remote position, though the ability to be onsite in our NYC office once a week is preferred. What you’ll do: Translate complex analytics into actionable insights to improve workflows, service delivery, and operational efficiency, leveraging AI functionality wherever possible to reduce time-to-insight and increase actionability. Serve as a strategic partner to Operations leaders, providing analytical guidance on their most critical business priorities. Within the Care Support remit, this includes identifying and assessing levers to improve SLA performance, manage costs, or improve quality. Partner with business intelligence and operations partners to build and maintain automated dashboards, KPI definitions, metric trees, and recurring performance packages that track volume, capacity/staffing, utilization, conversion, efficiency, and satisfaction. Analyze operational trends and drivers to surface insights, root causes, and leading indicators—translating findings into clear narratives for leadership across Care Support and Operations more broadly, as well as cross-functional partners. Support ad hoc analytical requests and special projects by rapidly framing questions, pulling the right data, and delivering concise, decision-ready outputs. What success looks like: Key output metrics: Measurable lift in key output metrics for Care Support stakeholders (SLA performance, quality, efficiency, etc.) Adoption: Operations stakeholders implement the guidance provided by strategic analytics Automation leverage: Reduction in manual recurring reporting hours for priority metrics Time-to-insight: Reduction in time from question intake → decision-ready output for priority requests Internal partner satisfaction: Operations leaders view you as a trusted strategic partner, not just an analytics provider What you’ll bring: Bachelor’s degree in Business, Economics, Engineering, or a similar analytical field; Master’s degree preferred Minimum of ... (truncated, view full listing at source)