Senior Business Analyst, Workforce Optimization

Back to jobsSenior Business Analyst, Workforce OptimizationRemoteApplyOur mission: eliminating 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 Director of Operations Analytics & Workforce Optimization, the Senior Business Analyst, Workforce Optimization will ensure the right people and capacity are in place for our 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. What you’ll do: 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 success looks like: Volume 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 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) Experience with workforce management or capacity planning is a plus 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. 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...