Enablement Manager, Alma
$110.2-140k
+ Equity
Membership-based network for mental health care providers
Be an early applicant
Membership-based network for mental health care providers
501-1000 employees
Be an early applicant
$110.2-140k
+ Equity
501-1000 employees
Company mission
To simplify access to high-quality, affordable mental health care, by making it easy and financially rewarding for therapists to accept insurance and offer in-network care.
Role
Who you are
- You are a seasoned people manager with 3+ years in Enablement or Learning & Development teams
- You have experience building accountability mechanisms to track the effectiveness of Enablement team output. You hold direct reports to a high standard of excellence
- You are comfortable designing onboarding and L&D programs to drive specific team performance metrics
- You can use data to make a compelling business case for new initiatives and strategies to support CX team quality improvements over time
- You are comfortable with tech, often an early adopter, and have extensive experience with CRM tools. Experience with Zendesk and / or with an LMS such as Docebo is a huge plus
- You’re a self-starter with a strong understanding of project management processes and practices
- You have cultural humility, can build relationships across differences, and have excellent communication skills
What the job involves
- It’s Alma’s mission to fill the gaps that exist in the broader healthcare ecosystem, so that we can remove barriers to quality mental health care. As an Enablement Manager on Alma’s Customer Experience team, your role will be to empower the post-sales Customer Experience team through training, resource management, and performance tracking
- You will lead a team of Enablement Specialists to build comprehensive educational tools (including interactive async lessons, engaging virtual sessions, and downloadable resources and infographics) to enable Alma’s Customer Experience agents to deliver a best-in-class support experience
- You will regularly report on performance metrics for learners in your sessions (whether they are onboarding associates or tenured agents) to demonstrate the effectiveness of your Enablement strategy.
- You will also create systems and processes to collaborate with Product, Marketing, and Core Operations team leaders to ensure that your team’s content is accurate, up-to-date, and driving consistently towards Alma’s business goals
- In partnership with your team of Enablement Specialists, reimagine onboarding and ongoing training programs for Alma’s Customer Experience team
- Create engaging and effective training materials across a range of modalities, including e-learning modules, live virtual sessions, one-pagers and infographics, and accessible videos
- Oversee our internal knowledge base to ensure agents can self-serve information for ongoing self-study
- Actively communicate directly with front-line agents to ensure that they remain engaged and continue to see the value of completing team trainings and reviewing async materials
- Track and hold yourself and your team accountable to key CX performance metrics to ensure full team alignment with process and behavioral expectations for their roles
- Report out regularly to Customer Experience leadership on CX team performance data, and identify new opportunities for content strategy, instructional design, and quality assurance initiative to improve team performance
- Set a high standard and build accountability for your Enablement Specialists’ strategic execution of Enablement initiatives, so that Specialists have clarity and direction to grow in their areas of focus
- Collaborate with Subject Matter Experts in Product, Marketing, and Core Operations to understand Alma’s evolving products and services and translate that information effectively to Customer Experience agents
Our take
4 in 10 adults in the United States suffer from some form of anxiety or depression, but most go without appropriate support because of difficulties in accessing mental health care providers. Alma exists to meet a growing demand for mental health services by supporting providers in offering online care, and making it easy for people who need help to find qualified, in-network therapist who meets their needs.
There has been something of a boom in the virtual mental health space, and by encouraging online therapy Alma is competing against a plethora of well-funded apps aimed at self help and mental wellbeing offered at a far lower price than regular therapy. However, these are largely unregulated and their quality is often questionable. By prioritising vetted and professional therapists, Alma has provided a real alternative to in-person therapy and this has allowed it to grow rapidly, growing its network to over 8,000 therapists across all 50 states.
Alma's success has also attracted a large amount of funding. This is being used to further expand its network and to develop the tools offered to its providers. Having scaled rapidly through 2022 it is showing no signs of slowing down, and is well poised for future growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
77% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2022
$130m
SERIES D
Aug 2021
$50m
SERIES C
Total funding: $220.5m
Company 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
- Vacation and time-off benefits
Company HQ
Downtown Brooklyn, NY
Leadership
Harry Ritter
(CEO)Studied at Harvard and qualified as an MD at The University of Miami. Worked for a year as a Resident Physician before spending almost 2 years as a McKinsey Associate. Worked at Oscar Insurance as a Medical Director and VP of Care Delivery.
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