Senior Customer Experience WFM Manager

About Alma

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. Alma is available in all 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse Alma’s free directory. Alma has raised $220.5M in funding from Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, Cigna Ventures, and Rainfall Ventures. Alma was also named one of Inc’s Best Workplaces in 2022 and 2023.

Job Summary

We are seeking a strategic Workforce Management Leader to architect and transform our Customer Experience workforce planning capabilities. This pivotal role will design and implement a comprehensive WFM program that not only meets current operational needs but positions our CX organization for long-term scalability and excellence. As our Workforce Management owner, you will be responsible for creating innovative forecasting, scheduling, and monitoring frameworks that enable our CX Delivery team to exceed response and resolution time SLAs while driving organizational capabilities. You will be accountable for maintaining cross-functional alignment on WFM initiatives, budgets, and key performance metrics with CX and Ops leadership, Business Intelligence, People and Culture, and Finance.

The ideal candidate is a creative problem solver who can operate at 30,000 feet, translating business strategy into operational excellence, while also executing independently in the weeds with a high degree of precision. You must be able to thrive in a highly cross-functional environment of continuous growth and innovation. This role reports to our Senior Director, Customer Experience.

What You'll Do

• Design and develop a comprehensive workforce management strategy that aligns with broader business objectives in partnership with CX and Operations leadership
• Create short and long term forecasting and staffing models that dynamically adapt to complex factors including channel dynamics, seasonality, marketing initiatives, and emerging business trends
• Develop innovative scheduling approaches and predictive monitoring systems that optimize operational efficiency, employee experience, and proactively mitigate service delivery risks
• Design and implement advanced analytics and reporting solutions that provide strategic insights beyond traditional metrics, driving predictive and prescriptive workforce optimization
• Lead cross-functional workforce transformation initiatives and maintain alignment with key stakeholders from CX, Operations, Business Intelligence, People and Culture, and Finance on KPIs, resource allocation, and strategic initiatives
• Scale a sustainable WFM function, including developing team capabilities, implementing best practices, and creating infrastructure that evolves with organizational growth

Who You Are

• You have 5+ years of progressive workforce management experience in complex, multi-channel customer service environments
• You have 7+ years of experience in the Customer Experience space
• You have a proven track record of designing and implementing transformative WFM programs, demonstrating the ability to create new methodologies and systems rather than maintaining existing ones
• You have experience analyzing and manipulating unstructured data into visuals for stakeholders at multiple levels
• You have experience designing and building predictive models; including SQL proficiency - with proven ability in writing basic functions like select statements, joining multiple tables, filtering, aggregates & case/when statements