Business Analyst, Operations Performance

Reporting to the Senior Director of Operations Intelligence, the Business Analyst, Operations Performance will help drive operational excellence and measurable quality improvement across the Provider Operations department. This role is part of the Operations Performance team - within the broader Operations Intelligence function - and will own core quality measurement, insights, and improvement loops that enable Provider Operations to deliver consistently excellent provider experiences at scale. 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:

• 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.

What success looks like:

• Measurable lift in quality outcomes for Provider Operations (e.g., improved provider experience indicators such as CSAT and NPS, fewer repeat contacts/escalations, improved SLA + quality balance).
• Strong adoption of quality insights: Provider Ops stakeholders implement changes based on your recommendations (not “reporting for reporting’s sake”). 
• Auditability and consistency: QA scoring is calibrated, reliable, and trusted by leadership and frontline teams.
• Automation leverage: reduced manual effort for recurring quality reporting and monitoring as systems/routines mature. 
• Time-to-insight: reduced cycle time from “quality question raised” → “decision-ready analysis + recommendation.” 
• Internal partner satisfaction: Provider Operations leaders view you as a trusted partner who improves how the org runs, not just a QA scorer.

What you’ll bring:

• Bachelor’s degree in Business, Economics, Engineering, or a similar analytical field; Master’s degree is a plus.
• 2–4+ years of experience in management consulting, operations analytics, quality/performance management, process improvement, or an adjacent role (healthcare and/or member-facing operations experience is a plus). 
• 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.

The target base salary range for this position is $80,000 - 92,000, and is part of a competitive total rewards package including benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Databaseat minimum to ensure competitive and fair pay.

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medicalaccounts 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 toWellhub, 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.