Quality Specialist leading quality initiatives from NPI to mass production for Celestica. Ensuring compliance with industry standards and continuous improvement in processes.
About the role
- Senior Manager leading operational execution of offshore Care Support strategy at Spring Health. Responsible for maintaining high-quality service and integration between domestic and offshore teams.
Responsibilities
- Own and drive performance KPIs for the offshore Care Support pod, including response times, resolution rates, productivity, quality, and adherence.
- Audit vendor leadership (Team Leads and Managers) to ensure coaching efficacy and consistent calibration across teams.
- Lead the scaling strategy while maintaining hiring and onboarding quality.
- Manage BPO roster integrity, monitor attrition trends, and ensure staffing levels match volume forecasts.
- Ensure full compliance with domestic workflows and policies at the offshore site through structured process alignment.
- Design and manage handovers, stand-ups, and communication rituals that keep domestic and offshore teams tightly integrated.
- Partner with Enablement to rebuild training modules for complex workflows like Medical Records across channels.
- Serve as the primary liaison between domestic SMEs and offshore teams to translate complex knowledge into actionable workflows.
- Foster a unified, inclusive culture between domestic and offshore teams, reinforcing a 'One Team' mindset.
Requirements
- 5+ years in Customer Support/Care leadership, with deep understanding of high-volume support environments.
- Proven success managing BPO partnerships, SLAs, and offshore/nearshore operations.
- Demonstrated experience scaling support teams through hypergrowth.
- Strong command of BI tools (Looker, Tableau) and CRM analytics (Zendesk, Salesforce).
- Solid grasp of Workforce Management concepts including Erlang C, shrinkage, and occupancy.
- Ability to create and operationalize standardized 'Global Blueprints' across distributed teams.
Benefits
- 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.
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