Operations Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Identify operational constraints and trends; leverage data and analytics to prioritize tasks, design process modifications, implement change management, and enhance workflows for growth and scalability.

• Collaborate with Product & Engineering, Business Intelligence, CX Strategy, and Core Ops teams to evaluate operational impacts on Core Ops KPIs.

• Own, implement, and report on cross-functional escalation initiatives.

• Analyze daily, weekly, and monthly program and metrics data; present outcomes and key insights to leadership and business stakeholders.

• Strategize with Operations leadership to align staffing strategies with technology roadmaps, assist in forecasting, and plan resource allocation.

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

• Maintain service-level agreements and support ticket resolution metrics within established thresholds.

• Complete workflow optimization projects within specified timeframes and resource limitations.

• Enhance stakeholder satisfaction and operational efficiency by streamlining manual workflow processes.

⛳️ Requirements

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

• 2-4 years of management experience, overseeing teams comprised of both non-exempt and exempt direct reports.

• Experience managing the comprehensive range of performance management, from establishing clear expectations and providing ongoing feedback to assisting employees through formal improvement processes and challenging conversations.

• Highly resourceful and adept at data-driven decision-making, operational process design, enhancements, and execution.

• Experience utilizing AI to accelerate results.

• Strong attention to detail and outstanding project management abilities; capable of balancing meticulous detail with prompt execution.

• Ability to support the team creatively and resourcefully while managing other projects through strict prioritization.

• Exceptional communication skills and a customer-focused mindset; ability to effectively communicate with internal and external stakeholders.

• A passion for mental health, Alma’s mission, and Diversity, Equity & Inclusion (DE&I).

🏝️ 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)

• Lifestyle Spending Account for health, wellness, and family care

• 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 PerkSpot

• EAP access through Aetna

• One-time home office stipend to set up your home office

• Inclusive family and medical leave plans

• 12 paid holidays and 1 Alma Give Back Day

• Flexible PTO