Technical Implementation Manager

The Technical Implementation Manager reporting to the Director, Implementation, will be responsible for managing the key elements behind our world class member experience. This role requires a proactive problem solver with strong analytical skills, capable of cutting through initial ambiguities to uncover root causes efficiently. The ideal candidate should be adept at navigating both internal and external teams, acting as a bridge between stakeholders to ensure seamless communication and resolution of complex issues. They must be comfortable identifying and proposing solutions in environments with incomplete or evolving information, demonstrating a creative and solution-oriented mindset.

In addition, this individual must exhibit technical acumen and the ability to translate business requirements into scalable, automated solutions that improve operational efficiencies. They should feel empowered to make decisions confidently, even when the path forward is unclear, using sound judgment and technical expertise to drive results. A deep understanding of operational processes, automation tools, and cross-functional collaboration is essential to thrive in this role.This role may also require the support of direct customer implementations.

 We are an award-winning, passionate, and mission-driven team with the support of leaders in psychiatry, and backed by prominent VCs including Rethink, Work-Bench, RRE, and General Catalyst.

What you’ll be doing: 

Day-to-Day Operations & Support

• Driving eligibility file setup for new customers (file specifications review, development, delivery (via SFTP/API), testing, ingestion configuration, and processing).
• Driving eligibility file changes for existing customers (file format or value changes and/or file source changes).
• Driving remediation of census failures (RCA, Customer communication, testing and implementing fixes, coordinating cross-functionally to validate downstream process continuation).
• Driving non-automated eligibility deactivation processing on behalf of our Customers.
• Supporting ad hoc cross-functional initiatives involving eligibility processes, SSO, and Customer configurations.

Customer & Stakeholder Engagement

• Serving as the main technical resource for our Customers and their vendor partners in support of:
• New eligibility file development
• Update existing eligibility files
• Remediate eligibility file issues
• Maintain eligibility file specifications documentation.
• Creating and maintaining internal eligibility file process enablement documentation.
• Maintaining eligibility file Customer point of contact database.
• Collaborating with Customer Success and Marketing to operate evergreen Customer communications regarding eligibility file maintenance.
• Collaborating with cross-functional teams to develop tailored technical solutions for our Customers.
• Serve as team and cross-functional expert/SME for the eligibility file process, SSO, and internal Customer configurations.

Process Improvement

• Collaborating cross-functionally to design and implement scalable, automated processes and features, ensuring long-term operational efficiency.
• Serving as the main point of contact for our Customers’ non-standard requirements (intaking requirements, aligning resources, maturing into repeatable processes).

Configuration & Integration

• Build and maintain eligibility file processing configurations.
• Build and maintain internal Customer account configurations.
• Assist with relaunching our Customers’ programs annually.

What success looks like in this role: 

• Customer projects (internal configurations, eligibility files, SSO, etc.) launch on-time
• Eligibility files complete and automated by launch date
• Eligibility files updated regularly to meet current specifications
• Issues with eligibility files remediated in a timely manner
• Customer satisfaction via survey responses specific to technical implementation (SSO, SFTP, etc)
• Completion of key initiatives directly related to department scalability

What we expect from you: 

• Bachelor’s degree or higher.
• 3-5+ years of technical implementation, technical account management, client services, client operations, and/or technical operations experience.
• Advanced understanding of ETL pipelines, API integrations, SSO, & data ingestion processes
• Proficient in SQL/ Advanced understanding of relational databases
• Experience creating cross-functional PRD, SOP, or Playbooks
• Prior experience with Customer Relationship Management Software or Project Management tools (e.g., Salesforce, Smartsheet).
• Effective listener with a creative approach to problem-solving to ensure root issues are addressed strategically.
• High integrity, organizational skills, attention to detail, humility, resourcefulness, ambition, professionalism, and a proactive approach.
• A deep passion to transform the U.S. healthcare system, especially mental health.
• Willing and able to travel as necessary (approx. 10%)

The target base salary range for this position is $75,000 - $95,000, 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.