Business Analyst, Workforce Optimization

Reporting to the Senior Director of Operations Intelligence, the Business Analyst, Workforce Optimization will ensure the right people and capacity are in place within Spring Health’s frontline teams to meet member and provider needs efficiently. This role is part of the Workforce Optimization team—within the broader Operations Intelligence function—and plays a critical role in driving efficient service delivery and strategic workforce planning. This is a full time, fully-remote position, though the ability to be onsite in our NYC office once a week is preferred. Occasional travel may be required for company or team meetings or events. 

What you’ll do: 

• Lead short-term frontline team members’ scheduling efforts, including weekly shift planning, intra- and inter-day changes, and RTA.
• Develop and monitor key performance metrics such as adherence, occupancy, and shrinkage.
• Leverage AI and broader automation tools to maximize the quality of your output and the efficiency of your work.
• Translate complex analytics into actionable insights to drive operational efficiency and resourcing decisions, leveraging AI functionality wherever possible.
• Serve as a strategic partner to Care Operations leadership, providing guidance on resourcing decisions and capacity planning.
• Act as a key liaison for Care Operations workforce optimization in cross-functional initiatives, collaborating with teams such as Product, Marketing, and Customer Success.

What success looks like: 

• Workforce management plan adherence: Strong alignment and adherence to workforce management plans across the Care Operations teams
• Care Operations SLAs: Improved SLA performance metrics (e.g., time to first reply, time to resolution) attributed to your scheduling work
• Workflow efficiency: Reduce time and effort required to run recurring workforce processes through AI and automation
• Internal partner satisfaction: Care Operations leadership views 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
• Minimum of 2-3 years of experience in operations strategy, analytics, or a related role (e.g., management consulting, tech)
• Proven experience in developing and managing analytical models, with a strong command of data and visualization tools (e.g., Looker, SQL, Hex); experience with workforce management tools is preferred
• Demonstrated ability to partner with leadership to solve complex business challenges using data and structured analysis
• Excellent communication and storytelling skills; able to synthesize complex analysis into actionable insights and influence leadership decisions. 
• A builder’s mindset — comfortable establishing frameworks, processes, and standards in a scaling environment.

Nice to have:

• Experience with workforce management or capacity planning is a plus
• Experience in the healthcare industry - and particularly mental healthcare - is preferred
• Master’s degree preferred

The target base salary range for this position is $106,500-$118,000, and is part of a competitive total rewards package including 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.