Lead, Provider Enablement

We are seeking a strategic and detail-oriented Provider Support Lead, Enablement to join our Provider Success team. Reporting to the Associate Director, Provider Success, this role will oversee and execute initiatives critical to provider readiness, self-service enablement, and training. You will lead the project management of product and policy launches, develop self-service strategies, and play a pivotal role in the ongoing evolution of our support resources. Ideal candidates are passionate about supporting providers with clear, accessible information and self-service tools, and they thrive in collaborative environments focused on operational excellence and impact.

What You’ll Be Doing:

• Project Management of Product and Policy Launches
• Lead project management for product and policy launches, overseeing internal and external content creation, provider communications, POPs awareness, and provider adoption strategies.
• Ensure thorough and proactive communication plans to keep providers informed and prepared for new features, policy changes, and rollout plans.
• Self-Service Content Strategy & Management
• Own the strategy, creation, and ongoing optimization of provider self-service resources, including the Zendesk Guide, with a focus on reducing provider reliance on direct support.
• Drive content updates and improvements, ensuring all self-service materials reflect the latest policies, procedures, and product functionalities.
• Stakeholder in Release Rollout Strategy
• Collaborate with the CGX team to shape and enhance the release rollout strategy, contributing insights to improve provider experience and adoption for each release cycle.
• Act as a liaison, gathering feedback from providers and internal teams to refine and optimize rollout processes.
• Policy Documentation & Knowledge Base Management
• Oversee the evolution of policy manuals and policy sections within the Zendesk Guide, ensuring they remain comprehensive, accessible, and aligned with the latest standards and practices.
• Maintain a focus on clarity and usability in documentation to drive provider adherence to policies and reduce support interactions.

What Success Looks Like:

• Training & Provider Readiness
• Achieve high percentages of network/wave training completion before each launch, ensuring providers are prepared for new features and policy changes.
• Operational & Self-Service KPIs
• Meet or exceed release-specific KPIs, such as providers meeting direct message SLAs, and drive improvement in ticket deflection rates through effective self-service resources.
• Provider & Stakeholder Satisfaction
• Maintain high training satisfaction ratings, reflecting positive feedback from providers and internal stakeholders on content relevance and clarity.

What We Expect from You:

• 4+ years of experience in enablement, training, project management, or provider support roles; experience in healthcare or mental health fields preferred.
• Demonstrated experience in project management, with a track record of successfully overseeing complex content and communication initiatives.
• Strong writing and content development skills, with an ability to translate technical or policy-heavy content into accessible, user-friendly resources.
• Familiarity with self-service platforms, such as Zendesk, and a data-driven approach to measuring and improving content impact.
• Outstanding organizational skills and attention to detail, with the ability to balance multiple projects and priorities effectively.
• Collaborative mindset, with a proactive approach to partnering with internal teams and gathering feedback for continuous improvement.
• Commitment to our mission, with a passion for enabling providers through high-quality support resources.

The target base salary range for this position is $75,000 - $95,000, and is part of a competitive total rewards package including stock options 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. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

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.

• 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.