Director of Operations, Alma
Shared Services
$164.9-185k
Plus bonus and equity
More information about location
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
$164.9-185k
Plus bonus and equity
More information about location
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 someone who finds excitement in the "how" of scaling—designing the systems, staffing models, and training frameworks that empower others to do their best work
- A Strong Operator and People Leader: You are a versatile leader who can move seamlessly across distinct domains. You have experience managing managers and leading diverse, multi-layered teams through periods of significant change or growth
- An Analytical Thinker: You have a strong grasp of operational data and workforce management principles. You are comfortable defining the "why" and "how" behind staffing plans for large-scale operations and can spot inconsistencies in performance data
- A Strategic Builder: You aren't just looking for a playbook to execute; you want to write it. You have the vision to design a Shared Services function from the ground up, moving from "scrappy/manual" to "scalable/automated."
- A Player-Coach: You enjoy leading teams, but you aren't afraid to get your hands dirty. You are willing to dive into a spreadsheet, draft a process map, or jump into a vendor meeting to get things moving
- Experienced in High-Growth, Regulated Environments: You have worked in high-volume, tech-enabled service organizations (e.g., Health tech, Fintech, or Marketplace platforms) and understand the specific complexities of scaling in a regulated environment
- Forward-Looking on Technology: You are curious about how AI and automation can augment workforce performance and improve information accessibility, and you enjoy thinking through the practical application of these tools in an Ops environment
- Clear and Robust Communicator: You avoid jargon and buzzwords. You can explain complex operational trade-offs to stakeholders in a way that is clear, grounded, and actionable
- A Relationship Builder: You excel at navigating cross-functional trade-offs and can build trust with leaders across different parts of the organization to ensure shared services are meeting their needs
What the job involves
- The Director of Operations - Shared Services is a critical leader within the Operations organization, responsible for the infrastructure that enables our Insurance Operations and CX teams (your internal customers) to deliver high-quality service at scale
- Reporting to the COO, you will oversee the domains responsible for workforce planning, training and enablement, vendor/BPO management, and the foundation of our future Operations PMO
- You will be a critical partner to leadership across the company, ensuring that as Alma grows, our operational engine remains efficient, predictable, and high-performing
- Lead the Blended Workforce Strategy: Oversee the resource planning and daily management for our internal staff and BPO partners, ensuring we have the right coverage to meet service level agreements (SLAs) across all Insurance Ops and CX queues while building the elasticity to handle seasonal volume spikes
- Oversee Vendor Relationships: Act as the primary point of accountability for our BPO partners. You will manage the performance of these vendors (inclusive of regular reporting, formal business reviews, and relationship management), ensuring they meet quality standards and operational protocols while managing the overall cost to serve
- Optimize Labor Efficiency: Monitor performance trends to identify opportunities for improved labor utilization, ensuring that we are balancing team productivity with a high-quality customer experience
- Own the Learning Domain: Lead the teams responsible for training and content development. You will ensure that our staff—both internal and outsourced—have the knowledge they need to be successful on day one and beyond
- Drive an "AI-Ready" Knowledge Strategy: Oversee the maintenance of our internal and external knowledge bases. Ensure content is not only accurate and easy to navigate but also structured to be "AI-ready," powering future internal and external automation and self-service tools
- Improve Performance through Training: Look beyond basic onboarding to drive ongoing excellence. You will partner with frontline leaders to identify knowledge gaps and deploy training that directly improves quality and efficiency
- Define and Drive Success: Establish clear goals and KPIs for Operations Shared Services, with a strong focus on business- and department-impacting results. Lead the creation of formal Shared Services internal SLAs and commitments to the frontline teams
- Direct Ownership of Shared Services Spend: Manage the budget for BPO contracts, software, and operational tools, ensuring we are optimizing spend and getting maximum value and ROI from our investments
- Manage Contractual Lifecycles: Partner with Legal, Finance, and IT/InfoSec to lead the negotiation and management of vendor contracts, ensuring our agreements can scale with the company's needs
- Build the Operations PMO (V1): Establish the foundation for a centralized project management function. Define how we intake and prioritize departmental projects to ensure operational readiness for every new launch
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 a 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
(Founder & 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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