Business Analyst, Operations ; Network

Business Analyst, Operations Performance (Network)

Remote

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 Senior Director of Operations Intelligence, the Business Analyst, Operations Performance will help drive operational excellence and measurable quality improvement across the Provider Operations department. This role is part of the Operations Performance team - within the broader Operations Intelligence function - and will own core quality measurement, insights, and improvement loops that enable Provider Operations to deliver consistently excellent provider experiences s is a full time, fully-remote position, though the ability to be onsite in our NYC office once a week is preferred.

• Develop and maintain scalable quality monitoring frameworks for the Provider Operations department, including sampling strategies, QA rubrics, and calibration processes to ensure scoring consistency across reviewers and teams.
• Translate quality data into actionable insights: identify drivers of quality variation, surface root causes, and quantify the operational and member impact - turning findings into clear recommendations for Provider Operations quality teams and leadership.
• Partner with Provider Operations leaders and frontline stakeholders to design and evaluate quality improvement initiatives (e.g., training updates, workflow changes, automation opportunities), and measure lift over time.
• Build durable feedback loops by connecting quality insights to coaching, enablement, SOP updates, and knowledge management - ensuring learnings reach the people closest to the work.
• Leverage AI thoughtfully to accelerate quality workflows, such as rubric-assisted review, issue detection, and faster time-to-insight, while maintaining appropriate controls and human oversight.
• Own Provider Operations quality measurement and reporting, including KPI definitions, scorecards, and recurring performance packages for key workflows.
• Support ad hoc analyses and special projects by quickly framing questions, pulling the right data, and delivering concise, decision-ready outputs.

• Measurable lift in quality outcomes for Provider Operations (e.g., improved provider experience indicators such as CSAT and NPS, fewer repeat contacts/escalations, improved SLA + quality balance).
• Strong adoption of quality insights:
  Provider Ops stakeholders implement changes based on your recommendations (not “reporting for reporting’s sake”).
• Auditability and consistency: QA scoring is calibrated, reliable and trusted by leadership and frontline teams.
• Automation leverage: reduced manual effort for recurring quality reporting and monitoring as systems/routines mature.
• Time‑to‑insight: reduced cycle time from “quality question raised” → “decision‑ready analysis + recommendation.”
• Internal partner satisfaction:
  Provider…