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.