Director, Clinical Operations

• 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.

• 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%.

Pay range: $164K - $197K

• Health, Dental, Vision benefits start on the first day.
• 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.
• Competitive paid time off policies including vacation, sick leave and company holidays.
• Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents after 6 months tenure.
• Access to a weight management program tailored to unique needs and goals.
• Access to fertility care support with $4,000 reimbursement for expenses.
• Access to a program connecting employees to options for fitness, mindfulness, nutrition, and sleep.
• Access to sponsored child care, back-up care, and elder care.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching.