Senior Customer Experience WFM Manager

March 24

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Alma

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At Alma, we’re making it easier for consumers to access high-quality, affordable mental health care by supporting providers in building thriving private practices. We believe that when therapists have better resources, they’re able to provide better care to their clients. 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. Our consumer experience is designed to empower people in their search for mental health care, offering multiple pathways and individualized support, if and when someone needs it. We’ve raised $90.5M from incredible investors like Insight Partners, Tusk, Primary, Optum Ventures, and First Round and were named one of Fast Company’s Most Innovative Companies in Health in 2020.

therapy and mental health

51 - 200 employees

📋 Description

• Alma is on a mission to simplify access to high-quality, affordable mental health care. • We are seeking a strategic Workforce Management Leader to architect and transform our Customer Experience workforce planning capabilities. • This pivotal role will design and implement a comprehensive WFM program that not only meets current operational needs but positions our CX organization for long-term scalability and excellence. • As our Workforce Management owner, you will be responsible for creating innovative forecasting, scheduling, and monitoring frameworks that enable our CX Delivery team to exceed response and resolution time SLAs while driving organizational capabilities. • You will be accountable for maintaining cross-functional alignment on WFM initiatives, budgets, and key performance metrics with CX and Ops leadership, Business Intelligence, People and Culture, and Finance. • The ideal candidate is a creative problem solver who can operate at 30,000 feet, translating business strategy into operational excellence, while also executing independently in the weeds with a high degree of precision. • You must be able to thrive in a highly cross-functional environment of continuous growth and innovation. • This role reports to our Senior Director, Customer Experience.

🎯 Requirements

• You have 5+ years of progressive workforce management experience in complex, multi-channel customer service environments • You have 7+ years of experience in the Customer Experience space • You have a proven track record of designing and implementing transformative WFM programs, demonstrating the ability to create new methodologies and systems rather than maintaining existing ones • You have experience analyzing and manipulating unstructured data into visuals for stakeholders at multiple levels • You have experience designing and building predictive models; including SQL proficiency - with proven ability in writing basic functions like select statements, joining multiple tables, filtering, aggregates & case/when statements • You have exceptional ability to influence and collaborate with senior leadership across multiple teams and departments • You have experience managing vendor relationships and owning a WFM tool (e.g. Assembled, NICE, Calabrio)

🏖️ Benefits

• We’re a remote-first company • Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans • 401K plan (ADP) • 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 Aetna • 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