Customer Experience Workforce Manager

Alma is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. 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. Alma is available in all 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse Alma’s free directory. Alma has raised $220.5M in funding from Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, Cigna Ventures, and Rainfall Ventures. Alma was also named one of Inc’s Best Workplaces in 2022 and 2023.

Customer Experience Workforce Manager

We are seeking an innovative Workforce Management Manager to lead and evolve our Customer Experience workforce planning and scheduling program. In this role, you will have the opportunity to build and shape the future of our WFM function while driving operational excellence through data-driven decision making. As a WFM Manager, you’ll be responsible for building, maintaining, and optimizing a suite of forecasting, scheduling, and monitoring tools to power our CX Delivery team of over 80 agents to meet response and resolution time SLAs. Over the first year, we expect this role to grow from an individual contributor to a team leader. The ideal candidate combines strong analytical capabilities with hands-on experience in building or making key improvements to WFM programs. 

You will report to our Senior Manager of CX Operations.

What you’ll do:

• Be a key decision maker in our workforce management strategies alongside CX and Operations leadership teams. 
• Lead the end to end development and maintenance of our workforce management tools and processes including staffing models, scheduling approaches, and monitoring to oversee real-time adherence 
• Maintain accurate forecasting models for volume and staffing requirements based on channel, seasonality, and other factors 
• Deliver actionable workforce insights, maintain transparent communication of current and forecasted metrics, and develop intuitive self-service reporting solutions to our CX and Operations leadership teams. Present regular performance updates to stakeholders 
• Foster a data-driven culture focused on continuous improvement and operational excellence
• Collaborate with senior cross-functional stakeholders to align WFM strategies with business objectives
• Dependent on business needs, hire, lead, and develop a team of WFM specialists

Who you are:

• You have 4-8 years of workforce management experience in a multi-channel customer service environment, and demonstrated leadership and mentorship experience
• You have demonstrated experience in building or making key improvements to WFM programs and processes, such as expanding reporting for a new channel or introducing real-time schedule adherence 
• You have strong analytical skills with advanced Excel and data visualization skills; Basic proficiency with SQL - can write basic functions like select statements, joining multiple tables, filtering, aggregates & case/when statements
• You have experience with WFM software platforms (e.g., Assembled, NICE, ADP)
• You have excellent problem-solving abilities with a track record of proactively identifying possible issues and leading data-driven decision making
• You have strong communication skills with ability to influence cross-functional stakeholders

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