Director, Operations - Shared Services

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. Website Job Board Values Candidate Interview Guide --- Director of Operations - Shared Services The Director of Operations - Shared Services is a critical leader within the Operations organization, responsible for the infrastructure that enables our Insurance Operations and CX teams (your internal customers) to deliver high-quality service at scale. Reporting to the COO, you will oversee the domains responsible for workforce planning, training and enablement, vendor/BPO management, and the foundation of our future Operations PMO. You are someone who finds excitement in the "how" of scaling—designing the systems, staffing models, and training frameworks that empower others to do their best work. You will be a critical partner to leadership across the company, ensuring that as Alma grows, our operational engine remains efficient, predictable, and high-performing. What you’ll do: Workforce Management & Vendor Partnerships Lead the Blended Workforce Strategy: Oversee the resource planning and daily management for our internal staff and BPO partners, ensuring we have the right coverage to meet service level agreements (SLAs) across all Insurance Ops and CX queues while building the elasticity to handle seasonal volume spikes. Oversee Vendor Relationships: Act as the primary point of accountability for our BPO partners. You will manage the performance of these vendors (inclusive of regular reporting, formal business reviews, and relationship management), ensuring they meet quality standards and operational protocols while managing the overall cost to serve. Optimize Labor Efficiency: Monitor performance trends to identify opportunities for improved labor utilization, ensuring that we are balancing team productivity with a high-quality customer experience. Continuous Enablement & Knowledge Management Own the Learning Domain: Lead the teams responsible for training and content development. You will ensure that our staff—both internal and outsourced—have the knowledge they need to be successful on day one and beyond. Drive an "AI-Ready" Knowledge Strategy: Oversee the maintenance of our internal and external knowledge bases. Ensure content is not only accurate and easy to navigate but also structured to be "AI-ready," powering future internal and external automation and self-service tools. Improve Performance through Training: Look beyond basic onboarding to drive ongoing excellence. You will partner with frontline leaders to identify knowledge gaps and deploy training that directly improves quality and efficiency. Strategic & Budgetary Oversight Define and Drive Success: Establish clear goals and KPIs for Operations Shared Services, with a strong focus on business- and department-impacting results. Lead the creation of formal Shared Services internal SLAs and commitments to the frontline teams. Direct Ownership of Shared Services Spend: Manage the budget for BPO contracts, software, and operational tools, ensuring we are optimizing spend and getting maximum value and ROI from our investments. Manage Contractual Lifecycles: Partner with Legal, Finance, and IT/InfoSec to lead the negotiation and management of vendor contracts, ensuring our agreements can scale with the company's needs. Build the Operations PMO (V1): Establish the foundation for a centralized project management function. Define how we intake and prioritize departmental projects to ensure operational readiness for every new launch.