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Senior Resolution Manager

2 hours, 44 minutes ago
Anywhere
Full-time
Senior
Program Manager
Project and Program Management
Confluence JIRA
Apply Now
Spring Health

Spring Health

Spring Health is a company that offers a comprehensive and personalized mental healthcare solution for teams and families. They provide clinically proven technology and world-class providers to deliver precise care tailored to individual needs, elimina...

Health Care Providers & Services
1K-5K
Founded 2016
$366M raised
View All Jobs 50

Description

  • Serve as the single-threaded owner for high-severity customer and business incidents affecting satisfaction, SLAs, or revenue.
  • Coordinate cross-functional resolution efforts across Product, Clinical Operations, Engineering, Billing, Legal, and Security.
  • Define resolution plans with clear owners, milestones, and timelines, and drive them through completion.
  • Communicate timely updates to customers and provide executive-ready briefings to internal leadership.
  • Facilitate incident stand-ups, remove blockers, and track progress through resolution.
  • Lead post-incident retrospectives, document root causes, and ensure preventive actions are prioritized.
  • Maintain dashboards and reports on Time-to-Resolve, dollars at risk, and root-cause trends.
  • Deliver weekly and monthly insights to leadership based on incident data and reporting.
  • Refine escalation playbooks, intake criteria, and automation triggers in Zendesk, Gainsight, and Jira.
  • Coach Customer Success Managers and Support teams on when and how to engage the escalation program.

Requirements

  • 5+ years of experience in program or project management within SaaS, healthcare, or other complex, regulated environments.
  • Demonstrated success managing cross-functional incident or escalation workflows involving Product, Engineering, and Customer Success.
  • Experience with Jira or similar tools, Zendesk or Salesforce Service Cloud, Gainsight or a comparable customer success platform, Slack, and Confluence.
  • Strong analytical skills with the ability to turn raw data into insights and action plans.
  • Executive-ready communication skills, including the ability to summarize complex issues clearly and brief senior leadership.
  • Ability to maintain empathy and poise under pressure while navigating ambiguity.
  • Ability to influence senior-level stakeholders and drive conflict resolution confidently.
  • Familiarity with mental-health or healthcare operations and related privacy, security, and compliance considerations is a plus.
  • Ability to travel up to 10% of the year.
  • This is a remote role.

Benefits

  • Target base salary range of $106,400 to $131,000.
  • Competitive total rewards package including stock options.
  • Health, dental, and vision coverage starting on the first day.
  • Access to One Medical, with HSA and FSA plans available and Spring contributing up to $1K toward HSAs depending on plan type.
  • Employer-sponsored 401(k) match of up to 2%.
  • Annual allotment of no-cost visits to Spring Health therapists, coaches, and medication management providers for employees and dependents.
  • Competitive paid time off, 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 of tenure.
  • Access to fertility care support through Carrot, plus $4,000 reimbursement for related fertility expenses.
  • Access to Wellhub, BrightHorizons childcare and elder care support, professional development reimbursement up to $1,000 per year, and $200 per year in donation matching.

Interested in this position?

Apply directly on the company website

Apply Now

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