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Role Description

The Technical Implementation Manager reporting to the Manager, Technical 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.

• Adept at navigating both internal and external teams, acting as a bridge between stakeholders to ensure seamless communication and resolution of complex issues.
• Comfortable identifying and proposing solutions in environments with incomplete or evolving information, demonstrating a creative and solution-oriented mindset.
• Exhibit technical acumen and the ability to translate business requirements into scalable, automated solutions that improve operational efficiencies.
• Empowered to make decisions confidently, using sound judgment and technical expertise to drive results.
• Deep understanding of operational processes, automation tools, and cross-functional collaboration is essential.
• This role may also require the support of direct customer implementations.
• This is a full-time, remote position on our team. Occasional travel may be required for company, customer, or team events and meetings.

Qualifications

• 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%).

Requirements

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

Benefits

• Health, Dental, Vision benefits start on your first day at Spring.
• Access to One Medical accounts.
• HSA and FSA plans are 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.
• Competitive paid time off policies including vacation, sick leave, and company holidays.
• At 6 months tenure with Spring, parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program 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.