Act as the single-threaded owner for high-severity customer and business incidents that impact satisfaction, SLAs, or revenue.
Rapidly mobilize cross-functional teams (Product, Clinical Ops, Engineering, Billing, Legal, Security) and drive resolution plans with clear owners, milestones, and timelines.
Provide timely updates to customers and concise, executive-ready briefings to internal leadership.
Facilitate incident stand-ups, remove blockers, and track progress until resolution is achieved.
Lead post-incident retrospectives, document root causes, and ensure preventive actions are owned and prioritized.
Maintain dashboards and reports tracking Time-to-Resolve, dollars at risk, and root-cause trends; deliver weekly and monthly insights to leadership.
Continuously refine escalation playbooks, intake criteria, and automation triggers in Zendesk, Gainsight, and Jira.
Coach CSMs and Support teams on recognizing and engaging the escalation program appropriately.

5+ years in program or project management within SaaS, healthcare, or other complex, regulated environments.
Demonstrated success orchestrating cross-functional incident or escalation workflows involving Product, Engineering, and Customer Success.
Operational excellence toolkit: Jira (or similar), Zendesk/Salesforce Service Cloud, Gainsight (or comparable CS platform), Slack, and Confluence.
Strong analytical skills—comfortable turning raw data into insight and action plans.
Executive-ready communication: you can summarize a multi-threaded issue in one slide and brief the C-suite with confidence.
Empathy and poise under pressure; able to maintain customer trust while navigating ambiguity.
Influence senior level stakeholders to drive conflict resolution with extreme confidence and command
Familiarity with mental-health or healthcare operations and the privacy, security, and compliance considerations that accompany them is a plus.
The ability to travel up to 10% of the year

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.

Senior Resolution Manager

Key skills