Member Success Operations Manager

Member Success Operations Manager

As the Operations Manager on the Member Success team, you will play a vital role in our ability to deliver an exceptional customer experience to our provider members. In this role, you’ll manage a group of empathetic and creative problem solvers who oversee our team’s operational processes and support our customers through 1:1 interactions. You’ll be responsible for coaching team members on interactions with providers, and ensuring our team can meet the service level agreements for cross-functional tasks. In addition, you will partner with the Sr. Operations Manager to identify opportunities to increase efficiency across our team’s key operational processes.

The ideal candidate is an empathetic people manager, a creative problem solver, and is passionate about improving access to quality mental healthcare. 

What you’ll do:

• Manage a team of Member Success Specialists and Operations Associates by providing direct, actionable feedback and support.
• Foster a supportive, inclusive working environment that prioritizes the development and well-being of our team.
• Be a subject matter expert on all Alma’s products and services to help support your team’s communication with providers.
• Work with Member Success Managers to oversee member engagement and churn mitigation campaigns.  
• Identify areas of opportunity in key operational processes and propose creative solutions to increase efficiency and accuracy.
• Manage and improve our internal systems (e.g. Zendesk, Asana) and collaborate cross-functionally to improve how we work across teams. 
  

Who you are:

• You have 3+ years working in a customer experience role with at least 1-year managing a team
• You are an empathic manager with an ability to communicate effectively across seniority levels
• You are able to autonomously act and direct the work of others in ambiguous situations
• You are a creative thinker and problem solver— you’re constantly exploring how to make something even better or work through issues that require on-the-fly prioritization.
• You are a highly organized team player with acute attention to detail
• You have experience with data analysis tools such as Excel as well as CRM and project management tools such as Salesforce, Zendesk, and Asana.
• You are passionate about our mission and making mental healthcare more accessible.  

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
• Unlimited PTO

Salary Band: $100,00 - $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.