Business Analyst, Operations Performance

Spring Health is on a mission to revolutionize mental healthcare by removing barriers to access. The Business Analyst, Operations Performance will drive operational excellence and measurable quality improvement within the Provider Operations department, focusing on quality measurement, insights, and improvement initiatives.

Responsibilities:

• Develop and maintain scalable quality monitoring frameworks for the Provider Operations department, including sampling strategies, QA rubrics, and calibration processes to ensure scoring consistency across reviewers and teams
• Translate quality data into actionable insights: identify drivers of quality variation, surface root causes, and quantify the operational and member impact - turning findings into clear recommendations for Provider Operations quality teams and leadership
• Partner with Provider Operations leaders and frontline stakeholders to design and evaluate quality improvement initiatives (e.g., training updates, workflow changes, automation opportunities), and measure lift over time
• Build durable feedback loops by connecting quality insights to coaching, enablement, SOP updates, and knowledge management - ensuring learnings reach the people closest to the work
• Leverage AI thoughtfully to accelerate quality workflows, such as rubric-assisted review, issue detection, and faster time-to-insight, while maintaining appropriate controls and human oversight
• Own Provider Operations quality measurement and reporting, including KPI definitions, scorecards, and recurring performance packages for key workflows
• Support ad hoc analyses and special projects by quickly framing questions, pulling the right data, and delivering concise, decision-ready outputs

Requirements:

• Bachelor's degree in Business, Economics, Engineering, or a similar analytical field
• 2–4+ years of experience in management consulting, operations analytics, quality/performance management, process improvement, or an adjacent role
• Experience building quality measurement systems (rubrics, sampling, calibration), performance scorecards, or operational KPI frameworks
• Proven experience in developing and managing analytical models, with a strong command of data and visualization tools (e.g., Looker, SQL, Hex)
• 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
• Master's degree is a plus
• Healthcare and/or member-facing operations experience is a plus