Senior Director of Data Science, Customer Experience

We are seeking an exceptional hands-on data science leader to own and drive the data science vision and strategy for our Customer Experience team. You will lead a team of data scientists, data analysts and analytical engineers embedded onto a cross functional product team. Your focus will be on crafting a compelling value and outcomes narrative for Spring Health services, aimed at buyers and customers. This is an exciting opportunity to scale up the analytical stack and algorithms powering a best-in-class workplace mental health command center, delivering real-time insights and recommendations for HR leaders and their employees.

What you'll be doing: 

• Develop and Execute Data Science Roadmap: Partner with product, engineering, and design leads to conceptualize, design, and implement an ambitious data science roadmap for the customer experience product team.
• Drive Analytics Strategy for Customer Success: Own and lead the analytics strategy and value proposition for our Customer Success and Sales teams, aiming to enhance retention and drive upsell opportunities.
• Team Leadership and Mentorship: Lead, mentor, and manage a team of data scientists, focusing on building the analytical infrastructure, automated dashboards, and algorithms that power our customer experience analytics and reporting suites, translating data into actionable insights.
• Enhance Customer Experience with Predictive Models: Guide the team in creating predictive and machine learning models to elevate our customer experience, including developing a personalized population-level insights engine that drives clinical and financial outcomes, as well as deploying generative Al chatbots to synthesize and summarize member themes.
• Conduct Analytical Deep-Dives: Perform in-depth analyses to proactively identify product opportunities, inform experimentation, and shape product roadmaps.
• Customer Engagement: Interface directly with customers to craft and communicate a compelling value story, demonstrating the impact and benefits of our solutions.
• Build unique and compelling data products, that convey our differentiated value proposition to our customers
• Manage, scope and successfully deliver analytics deliverables that meet customer expectations
• Renewals/upsells/deals closed due to analytic deliverables
• Key KPIs: MAUs on platform, Product Qualified Opportunities, Reporting engagement and automation

What we expect from you:

• You are deeply committed to transforming mental health care and resonate with Spring
• Health's mission to remove all barriers to mental health.
• You have a strong entrepreneurial spirit, are customer-centric, and are passionate about leveraging data to drive product innovation and customer success.
• You are proficient with a statistical programming language (Python/R) 
• You have significant experience with modern data stack technologies (We operate on a
  Looker-dbt-snowflake stack).
• You bring over 12 years of data science experience, ideally supported by an advanced degree in a quantitative field.
• You have over 5 years of experience managing and mentoring teams of data scientists, analysts and/or engineers.
• You have a track record of overseeing the development of data products and machine learning models from the discovery stage to production.
• You excel at translating complex analyses into compelling narratives and actionable project plans for non-technical audiences.
• You are proficient in a wide range of data science techniques, including data modeling, machine learning/Al, NLP, and unstructured data analytics, and are eager to apply them to solve complex clinical or business challenges.
• You have hands-on experience in building and enabling analytics infrastructure, including data, analytics, and ML pipelines and data models.
• You are committed to advancing as a leader, nurturing the growth of your team members, and motivating cross-functional teams to achieve results through collaborative empowerment rather than focusing solely on individual technical goals.

The target base salary range for this position is $226,600-$276,500, and is part of a competitive total rewards package including stock options and 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 at minimum to ensure competitive and fair pay.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

Ready to do the most impactful work of your life? Learn more about our values, how we work, and how hypergrowth meets impact at Spring Health: Our Values

Hypergrowth meets impact

What to expect working here:

• You will be held accountable to an exceptionally high bar and impact
• This may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impact
• You will be empowered to set your own boundaries and asked to adapt them in critical moments when the company needs you
• You will create processes & products that have never existed before
• You will have very direct conversations and receive continuous feedback to push you to become the most thriving team member and performer you can be
• Change is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows

And…

• You get to be surrounded by some of the brightest minds in the field  
• You get to learn and grow at an extremely accelerated pace
• You will experience transparency, integrity, &  humility from leadership 
• You will be empowered to constantly challenge the status quo
• You get the space to experiment & innovate
• You get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quickly
• You will become more resourceful and resilient
• You get to be part of a winning team that opens doors in the future

Benefits provided by Spring Health:

Your Total Health:

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans available
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• 10 allocated sick days per year
• Flexible paid time off in addition to 12 paid holidays throughout the year
• Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave to renew and recharge. 

You And Your family:

• 4-4.5 months of fully paid parental leave
• Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses

Supporting you financially through:

• Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively.
• On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
• Employer sponsored 401(k) match of up to 2% after 90 days of employment

Creating a culture you can thrive in:

• Flexible work arrangements: 66% of Spring Health team members work fully remote while 33% work in a hybrid model from our New York City offices
• Focus Fridays: no meetings, no distractions, just time for you to get work done.
• Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members.
• Up to $1,000 Professional Development Reimbursement per calendar year.
• $200 per year donation matching to support your favorite causes

Our privacy policy: https://springhealth.com/privacy-policy/

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace

To ensure intentional and equitable hiring practices, we use a balanced candidate slate in our interviews. This approach guarantees that our pool of qualified candidates includes individuals who are underrepresented in our organization at all levels. This is a key performance indicator (KPI) for our recruiting and hiring teams, reported quarterly to maintain accountability.