Senior Business Analyst, Workforce Optimization
About the role
Spring Health is a global mental health company dedicated to eliminating barriers to mental health. We leverage technology to provide personalized support through various channels and services, reaching over 170 million people worldwide. The Senior Business Analyst, Workforce Optimization plays a crucial role in ensuring the right people and resources are in place to meet member and provider needs efficiently.
Responsibilities
Own forecasting of inbound volume to the Care Support, Clinical Operations, and Provider Operations departments, broken down by channel and request category.
Develop and manage dynamic workforce management models to balance member and provider satisfaction, while enabling scenario analysis.
Translate complex analytics into actionable insights to drive operational efficiency and resourcing decisions.
Serve as a strategic partner to Operations leadership, providing guidance on resourcing decisions and capacity planning.
Act as the primary liaison for Operations workforce optimization in cross-functional initiatives, collaborating with teams such as Product, Marketing, and Customer Success.
Own the tooling stack for workforce management, ensuring our vendor spend is optimized.
What You’ll Bring
Bachelor’s degree in Business, Economics, Engineering, or a similar analytical field; Master’s degree preferred.
Minimum of 3–5 years of experience in operations strategy, analytics, or a related role (e.g., management consulting, tech).
Proven experience in developing and managing analytical models, with a strong command of data and visualization tools (e.g., Looker, SQL, Hex); experience with workforce management tools is preferred.
Demonstrated ability to partner with leadership to solve complex business challenges using data and structured analysis.
Excellent communication and storytelling skills; able to synthesize complex analysis into actionable insights and influence leadership decisions.
A builder’s mindset — comfortable establishing frameworks, processes, and standards in a scaling environment.
Success Metrics
Volumes forecast accuracy: High forecast accuracy for inbound volume.
Workforce management plan adherence: Strong alignment and adherence to workforce management plans across the frontline teams.
Response SLAs: Improved SLA performance metrics (e.g., time to first reply, time to resolution) attributed to your planning models.
Internal partner satisfaction: Frontline Operations leadership views you as a trusted strategic partner, not just an analytics provider.
Pay and Benefits
The target base salary range for this position is $125,000 - 142,000, and is part of a competitive total rewards package including equity and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations.
Benefits provided by Spring Health include:
- Health, Dental, Vision benefits starting 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.
- 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.
- Fertility care support through Carrot, with $4,000 reimbursement for related fertility expenses.
- Wellhub, connecting employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription.
- BrightHorizons, offering sponsored child care, back-up care, and elder care.
- Professional development reimbursement of up to $1,000 per year.
- $200 per year donation matching to support your favorite causes.
Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.