Support Operations Manager, Customer Experience at Alma

Read by 35 job seekers.

Remote, Contiguous US

Alma is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. When a provider joins Alma, they gain access to a suite of tools that not only help them better run their business, but also grow it sustainably and develop as a provider. Alma is available in all 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse Alma’s free directory. Alma has raised $220.5M in funding from Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, Cigna Ventures, and Rainfall Ventures. Alma was also named one of Inc’s Best Workplaces in 2022 and 2023.

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Support Operations Manager, Customer Experience

As a Support Operations Manager, Customer Experience (CX) at Alma, your role will be focused on launching Programs and Workforce Management (WFM) initiatives. You’ll design, launch, and manage various initiatives aimed at improving operations, optimizing support workflows, and enabling efficient team performance – with the end goal being an overall improved customer experience for Alma Providers and their Clients.

What you’ll do:

Lead, mentor, and develop a team of independent contributors, fostering a collaborative and high-performing work environment.
Create programs— systematic approaches— that address specific customer needs, enhance service quality, and streamline support processes.
Own service-level agreement (SLA) metrics and drive improvements to meet and exceed targets – providing company leaders with efficiency updates to uphold high customer service standards through real-time monitoring and other methods.
Track and report on program performance, making data-driven recommendations for enhancements – incorporating customer feedback to refine and enhance programs, ensuring they meet the evolving needs of the customer base.
Work closely with cross-functional stakeholders and departments (core ops, product, engineering, etc.) to align program initiatives with overall company goals and objectives.
Develop and implement WFM strategies and processes to enable optimal forecasting and capacity planning.
Identify structures to enable monitoring and analyzing workforce performance metrics (including tracking labor time) – to allow us to better inform forecasting, scheduling, and real-time management.

Who you are:

You have 3-5 years of experience in customer support operations in a high growth environment – including experience in program management, and familiarity with operations workforce management.
You have 2-3 years of people management experience.
You are proficient in understanding of workforce management metrics and implementation in an operations setting, a basic knowledge of forecasting and capacity planning.
You have experience with using BI tools like Google Sheets, Lightdash, Metabase, and Zendesk Explore for reporting infrastructure.
You have strong analytical skills with the ability to interpret data and make informed decisions.
You have excellent leadership and team management abilities – effective cross-functional communication skills.
You have the ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
You are an active team player who can roll up their sleeves to support the team creatively while balancing the management of other projects.
You are passionate about mental health care, our mission at Alma, and diversity, equity, and inclusion.

Benefits:

We’re a remote-first company
Health insurance plans through Cigna (medical and dental) and MetLife (vision), including FSA and HSA plans
401K plan (Roth and traditional)
Monthly therapy and wellness stipends
Monthly co-working space membership stipend
Monthly work-from-home stipend
Financial wellness benefits through Northstar
Pet discount program through United Pet Care
Financial perks and rewards through BenefitHub
EAP access through Cigna
One-time home office stipend to set up your home office
Comprehensive parental leave plans
11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
Flexible PTO

Salary Band: $100,000 - $125,000

Alma’s compensation philosophy is driven by our company value of building equity. To best ensure pay equity, we typically bring in new hires near the middle of our listed salary bands and we do not negotiate our compensation (i.e. all people hired at the same level & role are brought in at the same salary, equity, and benefits). The recruiter you work with can provide more details on our philosophy.

All Alma jobs are listed on our careers page. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address.

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