Technical Implementation Manager

Our Mission and Vision at Spring Health

At Spring Health, our mission is to eliminate every barrier to mental health. We are revolutionizing mental healthcare through our clinically validated technology, Precision Mental Healthcare, which allows us to deliver personalized care—including therapy, coaching, medication, or other solutions—at the right time for each individual's needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations like Microsoft, Target, and Delta Airlines, providing leading mental health services to 10 million people globally. Our innovative platform has demonstrated a net positive ROI for employers, making us the only company in our category with external validation of net savings for customers.

Backed by prominent investors such as Generation Investment, Kinnevik, Tiger Global, and Northzone, our latest Series E Funding has elevated our valuation to $3.3 billion. We're just beginning our journey to make mental healthcare universally accessible.

The Role: Technical Implementation Manager

The Technical Implementation Manager, reporting to the Manager, Technical Implementation, is crucial for managing the key elements behind our world-class member experience. This remote position requires a proactive problem-solver with strong analytical skills, adept at cutting through ambiguities to uncover root causes efficiently. You will act as a bridge between internal and external teams, ensuring seamless communication and resolution of complex issues. The ideal candidate must be comfortable identifying and proposing solutions in dynamic environments with incomplete or evolving information, demonstrating a creative and solution-oriented mindset.

This role demands technical acumen and the ability to translate business requirements into scalable, automated solutions that improve operational efficiencies. You will be empowered to make confident decisions, even when the path is unclear, using sound judgment and technical expertise. A deep understanding of operational processes, automation tools, and cross-functional collaboration is essential. This role may also involve direct customer implementations, with occasional travel for company, customer, or team events.

What You’ll Do

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 for new and existing eligibility file development, issue remediation, and documentation.
• Creating and maintaining internal eligibility file process enablement documentation.
• Maintaining eligibility file Customer point of contact database.
• Collaborating with Customer Success and Marketing for evergreen Customer communications regarding eligibility file maintenance.
• Collaborating with cross-functional teams to develop tailored technical solutions for our Customers.
• Serving as team and cross-functional expert/SME for eligibility file processes, 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 You’ll Bring

• 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 and 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%).

Benefits Provided By Spring Health

Spring Health offers a comprehensive total rewards package. Benefits include health, dental, and vision coverage starting on your first day, access to One Medical accounts, HSA and FSA plans with employer contributions (up to $1K for HSAs), and an employer-sponsored 401(k) match of up to 2%. Employees and their dependents receive a yearly allotment of no-cost visits to the Spring Health network of therapists, coaches, and medication management providers. We provide competitive paid time off policies including vacation, sick leave, and company holidays. Parental leave includes 18 weeks for birthing parents and 16 weeks for non-birthing parents after 6 months of tenure. Additional benefits include access to Noom, fertility care support through Carrot ($4,000 reimbursement), Wellhub for fitness and mindfulness, BrightHorizons for childcare/elder care, up to $1,000 yearly professional development reimbursement, and $200 per year donation matching.

Key Skills/Competency

• Technical Implementation
• ETL Pipelines
• API Integrations
• SSO
• Data Ingestion
• SQL
• Relational Databases
• Customer Relationship Management
• Project Management
• Cross-functional Collaboration