Manager, Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Identify operational constraints and emerging patterns through data analysis and analytics.

• Prioritize tasks, devise process modifications, implement change management strategies, and enhance workflows for growth and scalability.

• Collaborate with teams in Product & Engineering, Business Intelligence, CX Strategy, and Core Operations.

• Assess and quantify the operational impact of tools, processes, and product introductions on Core Operations KPIs.

• Take ownership of, execute, and report on cross-functional escalation projects.

• Analyze program and metrics data on a daily, weekly, and monthly basis.

• Present operational results and critical insights to leadership and business stakeholders.

• Align staffing strategies with technology roadmaps.

• Assist in forecasting and resource planning activities.

• Lead, mentor, and manage a core operations team consisting of 2+ direct reports/Team Leads and a remote frontline workforce of up to 20 employees.

• Resolve daily escalations and cultivate a positive team culture.

• Ensure adherence to service level agreements and maintain ticket resolution metrics within defined thresholds.

• Complete workflow optimization initiatives within established timelines and resource limitations.

• Enhance satisfaction among internal partners and stakeholders.

• Streamline manual processes to boost operational efficiency.

⛳️ Requirements

• 3–5 years of relevant professional experience in an Operations role, preferably within a startup environment, healthcare implementation, healthcare consulting, or revenue cycle management.

• 2–4 years of experience in people management.

• Proven experience managing teams with both non-exempt and exempt direct reports.

• Comprehensive experience in performance management, encompassing expectation setting, feedback delivery, formal improvement processes, and challenging conversations.

• Strong skills in data-driven decision-making, operational process design, enhancement, and execution.

• Experience utilizing AI to accelerate results.

• Superior organizational skills, attention to detail, and project management capabilities.

• Ability to balance meticulousness with prompt execution.

• Capacity to prioritize and support teams in fast-paced, ambiguous situations.

• Outstanding communication abilities and a customer-focused mindset.

• Skill in communicating effectively and accurately with both internal and external stakeholders.

• Commitment to mental health, Alma's mission, and Diversity, Equity & Inclusion principles.

🏝️ Benefits

• Health, dental, and vision insurance coverage commencing on the first day.

• One Medical accounts available for employees and their dependents.

• HSA and FSA plans, with Spring contributing up to $1,000 to HSAs based on plan type.

• Employer-sponsored 401(k) matching of up to 2%.

• Annual allocation of complimentary visits to Spring Health therapists, coaches, and medication management providers for both employees and their dependents.

• Paid time off including vacation, sick leave, and company holidays.

• 18 weeks of parental leave for birthing parents and 16 weeks for non-birthing parents after six months of tenure.

• Noom weight management program.

• Fertility care support through Carrot, along with a $4,000 reimbursement for related fertility expenses.

• Wellhub subscription for fitness, mindfulness, nutrition, and sleep.

• BrightHorizons-sponsored child care, back-up care, and elder care services.

• Up to $1,000 annual reimbursement for professional development.

• $200 per year in donation matching.

• Equity opportunities.