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Senior Customer Experience Workforce Management Manager - Remote

Posted 5 days ago
Customer Service
Full Time
USA
$125,000 - $155,000/year

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

  • Design and develop a comprehensive workforce management strategy.
  • Create forecasting and staffing models that adapt to business trends.
  • Develop innovative scheduling approaches and monitoring systems.
  • Implement analytics and reporting solutions for workforce optimization.
  • Lead cross-functional workforce transformation initiatives.
  • Scale a sustainable WFM function with best practices.

Requirements

  • 5+ years of workforce management experience in customer service.
  • 7+ years in the Customer Experience space.
  • Proven track record of designing transformative WFM programs.
  • Experience analyzing unstructured data into visuals.
  • SQL proficiency for predictive model building.
  • Ability to influence and collaborate with senior leadership.

Benefits

  • Remote-first company.
  • Health insurance plans (medical, dental, vision).
  • 401K plan.
  • Monthly therapy and wellness stipends.
  • Monthly co-working space membership stipend.
  • Flexible PTO.
Alma logo

Alma

Alma is a remote-first company dedicated to enhancing the customer experience in the mental healthcare sector. The organization focuses on supporting providers in building successful private practices while ensuring that individuals have access to high-quality, affordable care. With a commitment to creating an inclusive and equitable culture, Alma empowers its team members to excel in their roles. The company values data-driven decision-making and fosters a collaborative environment among its customer experience teams to continuously improve service delivery.

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