Business Analyst, Workforce Optimization

Our mission: e liminating every barrier to mental health.

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We’re building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.

Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.

As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

Reporting to the Senior Director of Operations Intelligence, the Business Analyst, Workforce Optimization will ensure the right people and capacity are in place within Spring Health’s frontline teams to meet member and provider needs efficiently. This role is part of the Workforce Optimization team—within the broader Operations Intelligence function—and plays a critical role in driving efficient service delivery and strategic workforce planning. This is a full time, fully-remote position, though the ability to be onsite in our NYC office once a week is preferred. Occasional travel may be required for company or team meetings or events.

What you’ll do:

• Lead short-term frontline team members’ scheduling efforts, including weekly shift planning, intra- and inter-day changes, and RTA.
• Develop and monitor key performance metrics such as adherence, occupancy, and shrinkage.
• Leverage AI and broader automation tools to maximize the quality of your output and the efficiency of your work.
• Translate complex analytics into actionable insights to drive operational efficiency and resourcing decisions, leveraging AI functionality wherever possible.
• Serve as a strategic partner to Care Operations leadership, providing guidance on resourcing decisions and capacity planning.
• Act as a key liaison for Care Operations workforce optimization in cross-functional initiatives, collaborating with teams such as Product, Marketing, and Customer Success.

What success looks like:

• Workforce management plan adherence: Strong alignment and adherence to workforce management plans across the Care Operations teams
• Care Operations SLAs: Improved SLA performance metrics (e.g., time to first reply, time to resolution) attributed to your scheduling work
• Workflow efficiency: Reduce time and effort required to run recurring workforce processes through AI and automation
• Internal partner satisfaction: Care Operations leadership views you as a trusted strategic partner, not just an analytics provider

What you’ll bring:

• Bachelor’s degree in Business, Economics, Engineering, or a similar analytical field
• Minimum of 2-3 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…