MANAGER, OPERATIONS (ALMA)

<div class="content-intro"><h2><strong>Our mission: e</strong><span class="heading--font-style-italic">liminating</span> every barrier to <span class="heading--accent-1-color">mental health.</span></h2> <p>Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.<br><br>Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.<br><br>As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.</p></div><p><span style="font-size: 12pt;">Alma, a Spring Health Company, 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.</span></p> <p><span style="font-size: 12pt;"><a href="https://drive.google.com/file/d/1-BIGrWstawQLTr8aFmmbjMXBA4YaYsVK/view?usp=sharing" target="_blank">Candidate Interview Guide </a></span></p> <p><span style="font-size: 12pt;">As an Operations Manager on our revenue cycle management team (RCM), you will use data-driven insights to drive strategic change, partnering closely with Operations leadership to eliminate workflow bottlenecks, improve efficiencies, and support our 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 our workflows and technology roadmaps set Alma up for success at scale. The ideal candidate has a strong bias towards action, excels at motivating and coaching large teams, prioritizes a winning team culture, and thrives in ambiguous situations. This is a full time, fully remote position on our team. Occasional travel may be required for company or team events/meetings.</span></p> <hr> <p><span style="font-size: 12pt;"><strong>What you’ll do:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Process Optimization &amp; Scale: Identify operational bottlenecks and trends. Use data and analytics to prioritize work, design process changes, execute change management, and optimize existing workflows for continued growth and scalability.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Cross-Functional Collaboration: Collaborate with Product &amp; Engineering, Business Intelligence, CX Strategy, and other Core Ops teams to analyze and measure the operational impact of tools, processes, and product launches on Core Ops KPIs. Own, execute, and report on identified cross-functional escalation projects.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Metrics Ownership, Data Analytics &amp; 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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strategic Planning &amp; Roadmap Alignment: Strategize with Operations leadership to marry staffing plans with technology roadmaps to streamline the insurance process, and support forecasting and resource planning to ensure the team is appropriately resourced.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Team Leadership &amp; Management: Lead, coach, and manage a core operations team (including 2+ direct reports/Team Leads and a subsequent remote frontline workforce of agents up to 20 employees); unblock the team in day-to-day escalations and foster a winning team culture.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>What success looks like in this role:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Maintain key service level agreements (SLAs) and support ticket resolution metrics within targeted operational thresholds.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Successfully complete core workflow optimization projects within target timeframes and resource constraints.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Achieve high internal partner and stakeholder satisfaction scores across cross-functional operations.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Optimize operational efficiency metrics by streamlining manual steps across primary workflows.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>What you’ll bring:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">2-4 years of people management experience, managing teams comprised of non-exempt and exempt direct reports. You have 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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Highly resourceful and efficient at data-driven decision-making, operational process design, improvements, and execution.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">AI-forward: Has experience leveraging AI to drive speed to results. </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Relentlessly organized with meticulous attention to detail and exceptional project management skills; ability to balance attention to detail with swift execution.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">A flexible team player who can roll up their sleeves to support the team creatively and scrappily while managing other projects through ruthless prioritization.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Exceptional communication skills and a customer-centric attitude. Able to translate and communicate accurately and effectively with both internal and external stakeholders.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Passionate about mental health, our mission at Alma, and Diversity, Equity &amp; Inclusion (DE&amp;I).</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Benefits:</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">We’re a remote-first company</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">401K plan (ADP)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Lifestyle Spending Account for health, wellness, and family care</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Monthly co-working space membership stipend</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Monthly work-from-home stipend</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Financial wellness benefits through Northstar</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Pet discount program through United Pet Care</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Financial perks and rewards through PerkSpot</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">EAP access through Aetna</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">One-time home office stipend to set up your home office</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Inclusive family and medical leave plans</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">12 paid holidays and 1 Alma Give Back Day</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Flexible PTO </span></li> </ul> <p><span style="font-size: 12pt;">The target base salary range for this position is $97,000 - $113,500. </span><span style="font-weight: 400; font-size: 12pt; font-family: helvetica, arial, sans-serif;">All Alma jobs are listed on our careers page. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address.</span></p><div class="content-conclusion"><p><strong>Not sure if you meet every requirement?</strong> <a href="https://pubsonline.informs.org/doi/10.1287/mnsc.2023.4907">Research shows</a> that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to <a href="https://www.springhealth.com/careers">Thrive</a>. If this role excites you, we encourage you to apply.</p> <p><strong><em>Our privacy policy: </em></strong><a href="https://springhealth.com/privacy-policy/"><strong><em>https://springhealth.com/privacy-policy/</em></strong></a></p> <p><em>Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.</em></p></div>