Senior Business Analyst, Workforce Optimization

Role Description

Reporting to the Director of Operations Analytics & Workforce Optimization, the Senior Business Analyst, Workforce Optimization will ensure the right people and capacity are in place for our frontline teams to meet member and provider needs efficiently. This role is part of the Workforce Optimization team—within the broader Operations Intelligence function—and plays a critical role in driving efficient service delivery and strategic workforce planning. This is a full time, fully-remote position, though the ability to be onsite in our NYC office once a week is preferred.

• Own forecasting of inbound volume to the Care Support, Clinical Operations, and Provider Operations departments, broken down by channel and request category.
• Develop and manage dynamic workforce management models to balance member and provider satisfaction, while enabling scenario analysis.
• Translate complex analytics into actionable insights to drive operational efficiency and resourcing decisions.
• Serve as a strategic partner to Operations leadership, providing guidance on resourcing decisions and capacity planning.
• Act as the primary liaison for Operations workforce optimization in cross-functional initiatives, collaborating with teams such as Product, Marketing, and Customer Success.
• Own the tooling stack for workforce management, ensuring our vendor spend is optimized.

Qualifications

• Bachelor’s degree in Business, Economics, Engineering, or a similar analytical field; Master’s degree preferred.
• Minimum of 3–5 years of experience in operations strategy, analytics, or a related role (e.g., management consulting, tech).
• Experience with workforce management or capacity planning is a plus.
• Proven experience in developing and managing analytical models, with a strong command of data and visualization tools (e.g., Looker, SQL, Hex); experience with workforce management tools is preferred.
• 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.

Requirements

• Volume forecast accuracy: High forecast accuracy for inbound volume.
• Workforce management plan adherence: Strong alignment and adherence to workforce management plans across the frontline teams.
• Response SLAs: Improved SLA performance metrics (e.g., time to first reply, time to resolution) attributed to your planning models.
• Internal partner satisfaction: Frontline Operations leadership views you as a trusted strategic partner, not just an analytics provider.

Benefits

• Health, Dental, Vision benefits start on your first day at Spring.
• 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.
• Competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, 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.