Enablement Manager

Position Overview

• Location Type: Not Specified
• Job Type: Enablement Manager
• Salary: Not Specified

Alma is dedicated to simplifying 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. Our platform provides therapists with tools to manage and grow their practices sustainably. Alma operates in all 50 states, with a network of over 20,000 therapists and a free directory for those seeking care. The company has secured $220.5M in funding and was recognized as one of Inc.'s Best Workplaces in 2022 and 2023.

As an Enablement Manager on Alma’s Customer Experience team, you will empower the post-sales Customer Experience team through training, resource management, and performance tracking. You will lead a team of Enablement Specialists to create comprehensive educational tools, including interactive async lessons, engaging virtual sessions, and downloadable resources, to ensure Customer Experience agents deliver a best-in-class support experience. You will report on performance metrics for learners and collaborate with Product, Marketing, and Core Operations leaders to ensure content accuracy and alignment with business goals.

Responsibilities

• Partner with Enablement Specialists to redesign onboarding and ongoing training programs for the Customer Experience team.
• Create engaging and effective training materials across various formats: e-learning modules, live virtual sessions, one-pagers, infographics, and videos.
• Oversee the internal knowledge base to facilitate agent self-service and ongoing learning.
• Engage directly with front-line agents to maintain their involvement and demonstrate the value of training materials.
• Track and ensure accountability for key CX performance metrics, aligning the team with role expectations.
• Report regularly to Customer Experience leadership on team performance data, identifying opportunities for content strategy, instructional design, and quality assurance.
• Set high standards and build accountability for Enablement Specialists' strategic execution of initiatives, providing clarity and direction for growth.
• Collaborate with Subject Matter Experts in Product, Marketing, and Core Operations to translate evolving product and service information for Customer Experience agents.

Requirements

• Minimum of 3 years of experience in Enablement or Learning & Development teams.
• Proven experience in building accountability mechanisms to measure the effectiveness of Enablement team output.
• Ability to hold direct reports to a high standard of excellence.
• Experience designing onboarding and L&D programs to drive specific team performance metrics.
• Proficiency in using data to create compelling business cases for new initiatives and strategies to enhance CX team quality.
• Comfortable with technology and often an early adopter.

Company Information

• Company: Alma
• Mission: To simplify access to high-quality, affordable mental health care.
• Funding: $220.5M
• Investors: Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, Cigna Ventures, and Rainfall Ventures.
• Recognition: Named one of Inc’s Best Workplaces in 2022 and 2023.
• Website: [Link to Website]
• Job Board: [Link to Job Board]
• Values: [Link to Values]
• Candidate Interview Guide: [Link to Candidate Interview Guide]