Customer Experience Workforce Manager - Remote

Overview

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.

In Short

• Lead and evolve the Customer Experience workforce planning and scheduling program.
• Build and optimize forecasting, scheduling, and monitoring tools.
• Drive operational excellence through data-driven decision making.
• Collaborate with leadership teams on workforce management strategies.
• Maintain accurate forecasting models for volume and staffing requirements.
• Deliver actionable workforce insights and develop reporting solutions.
• Foster a data-driven culture focused on continuous improvement.
• Hire, lead, and develop a team of WFM specialists as needed.

Requirements

• 4-8 years of workforce management experience in a multi-channel customer service environment.
• Experience in building or improving WFM programs and processes.
• Strong analytical skills with advanced Excel and data visualization skills.
• Basic proficiency with SQL.
• Experience with WFM software platforms (e.g., Assembled, NICE, ADP).
• Excellent problem-solving abilities and proactive issue identification.
• Strong communication skills with the ability to influence stakeholders.

Benefits

• Remote-first company.
• Health insurance plans through Aetna and MetLife.
• 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 through United Pet Care.
• Comprehensive parental leave plans.
• Flexible PTO.