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Salary: USD 97,000 - 113,500 / annual
Alma, a Spring Health Company, is a mental health platform on a 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. The company has over 20,000 therapists in its network across all 50 states and has raised $220.5M in funding.
As an Operations Manager on the Revenue Cycle Management (RCM) team, you will drive strategic operational improvements using data-driven insights. You will partner closely with Operations leadership to eliminate workflow bottlenecks, improve efficiencies, and support providers with a best-in-class experience. You will interact regularly with cross-functional partners including Product/Engineering, Business Intelligence, CX Strategy, and Payer Partnerships to ensure workflows and technology roadmaps support Alma's growth at scale.
Key responsibilities include:
- Process Optimization & Scale: Identify operational bottlenecks and trends using data and analytics to prioritize work, design process changes, execute change management, and optimize workflows for growth and scalability.
- Cross-Functional Collaboration: Work with Product & Engineering, Business Intelligence, CX Strategy, and other Core Ops teams to analyze and measure operational impact of tools, processes, and product launches on Core Ops KPIs. Own and execute cross-functional escalation projects.
- Metrics Ownership, Data Analytics & Reporting: Analyze daily, weekly, and monthly program and metrics data to track operational efficiency, reporting outcomes and key insights regularly to leadership and business stakeholders.
- Strategic Planning & Roadmap Alignment: Strategize with Operations leadership to align staffing plans with technology roadmaps to streamline the insurance process and support forecasting and resource planning.
- Team Leadership & Management: Lead, coach, and manage a core operations team including 2+ direct reports/Team Leads and a remote frontline workforce of agents up to 20 employees. Unblock the team in day-to-day escalations and foster a winning team culture.
Success in this role means maintaining key SLAs and support ticket resolution metrics within targeted thresholds, completing core workflow optimization projects within target timeframes and resource constraints, achieving high internal partner and stakeholder satisfaction scores, and optimizing operational efficiency metrics by streamlining manual steps across primary workflows.
This is a full-time, fully remote position. Occasional travel may be required for company or team events/meetings.
REQUIREMENTS:
- 3-5 years of professional work experience in an Operations role, ideally within a startup environment, healthcare implementation, healthcare consulting, or a revenue cycle management role.
- 2-4 years of people management experience, managing teams comprised of non-exempt and exempt direct reports. Experience navigating the full spectrum of performance management — from setting clear expectations and delivering ongoing feedback to supporting employees through formal improvement processes and difficult conversations.
- Highly resourceful and efficient at data-driven decision-making, operational process design, improvements, and execution.
- AI-forward: Experience leveraging AI to drive speed to results.
- Relentlessly organized with meticulous attention to detail and exceptional project management skills; ability to balance attention to detail with swift execution.
- Flexible team player who can roll up sleeves to support the team creatively and scrappily while managing other projects through ruthless prioritization.
- Exceptional communication skills and customer-centric attitude. Able to translate and communicate accurately and effectively with both internal and external stakeholders.
- Passionate about mental health, Alma's mission, and Diversity, Equity & Inclusion (DE&I).
