• 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.