Director of Product, Support Services

Director of Product, Support Services

Alma is seeking a mission-driven Director of Product for our support services products. As the Director of Product, you will be responsible for unlocking and building key process optimizations and tech-enabled solutions that allow Alma’s support, community, education and care navigation teams to scale through our next chapter of growth while ensuring service excellence, using business insights, creativity, and technology to drive strategic change. You will lead a team of product and operations managers to solve complex problems with product rigor and transform the way providers interact with Alma’s services.

What you’ll do:

• Develop an overall strategy and help shape roadmaps for how we scale our support, community, education and care navigation products and services
• Collaborate with internal business, operational, and engineering stakeholders to identify new opportunities to serve our customers better through improved processes and  technology-enabled innovations
• Define, track, and analyze overall performance and financial, customer, and operational metrics for the support service products.
• Work closely with the product and engineering leadership in managing organizational change, the adoption of best practices and the allocation of resources to scale our support services.
• Manage and develop a team of product and operations managers 

Who you are:

• You have 8+ years of experience working within Product management and Operations, with at least 4+ of those years in a product. You have both managed and led product and operations teams.
• You have experience building, scaling, and managing products and services in one or more of the following domains:
• Online Communities
• Ed-Tech / Professional Development (learning / instructional design)
• Support 
• You possess a clear and engaging communication style with a track record of building positive relationships across a broad, diverse organization.
• You are adept at agile methodologies and taking an iterative approach to product lifecycle management.
• You have proven experience managing cross functional stakeholders to drive business results
• You know how to balance evidence against intuition in product decision-making and successes.
• You value a culture of inclusion and empathy.
• You feel a passion for Alma's mission – to improve the therapy experience for providers and their clients and simplify access to quality, affordable care.
• Prior experience working with community and/or customer support services is desirable, though not mandatory.

Benefits:

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

Salary Band: $190,000 - $230,000

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.