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Role Description

As the Director of Clinical Operations, you will set the strategic direction and operational rigor for Spring Health’s highest-acuity and employer-facing services — including our 24/7 Mental Health Crisis Line, Critical Incident Response (CIR), Mandatory Workplace Referrals, and Manager Consultation. You will lead a large, multi-layered clinical organization responsible for delivering safe, timely, and high-quality care in moments that matter most. This role combines clinical oversight, operational excellence, and cross-functional partnership to ensure our crisis programs scale with precision and measurable impact for members and customers. This role reports to the Senior Director of Clinical Operations and it is remote.

• Own the end-to-end performance, and evolution of Spring Health’s 24/7 Crisis Line, Critical Incident Response (CIR), Mandatory Referral, and Manager Consultation services.
• Translate enterprise customer needs and clinical quality requirements into scalable clinical operating models.
• Partner cross-functionally with Product, Care Support, Customer Success, Legal, Network Operations, and Business Intelligence to continuously enhance service delivery and the member experience.
• Represent crisis services in executive forums and customer conversations as needed.
• Ensure clinical safety, compliance, and adherence to best practices across all programs.
• Oversee escalation frameworks and high-risk case review processes, partnering with senior clinical leadership when appropriate.
• Drive standardization of clinical protocols and quality assurance mechanisms.
• Lead and develop a multi-layered clinical leadership team overseeing a large frontline organization.
• Build strong succession planning, leadership development, and performance management practices.
• Foster a culture of accountability, clinical excellence, and continuous improvement.
• Lead change management initiatives in a fast-paced, evolving environment.
• Lead 24/7 operational performance, including workforce planning, service levels, utilization, and cost-to-serve.
• Manage to defined KPIs across access, quality, productivity, and customer satisfaction.
• Use data to identify trends, mitigate risk, forecast demand, and improve performance.
• Drive process optimization initiatives that improve efficiency while preserving clinical quality.

Qualifications

• 8+ years of progressive leadership experience in behavioral health, crisis services, EAP, or high-acuity clinical operations, including oversight of large frontline teams (100+ FTEs).
• Direct experience leading 24/7 clinical operations with responsibility for staffing, service levels, and risk oversight.
• Active independent clinical license (e.g., LCSW, LMFT, PsyD, LCPC, MD, RN) with a strong preference for expertise in Acute Stress Disorder, PTSD, and Trauma related disorders.
• Strong operational acumen, including workforce planning, KPI management, and cost optimization.
• Proven ability to lead through change in fast-scaling, matrixed environments.
• Executive presence with the ability to partner effectively with customers.
• Track record of building resilient, high-performing leadership teams with strong retention and engagement.
• Ability to balance clinical integrity with business performance and customer needs.
• Willingness to travel 5–10%.

Requirements

• Customer and member satisfaction.
• Operational efficiency (productivity, utilization).
• Team retention rates.
• Employee engagement.
• Cost to operate.
• Clinical quality performance.

Benefits

• 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.