Manager of Operations

Who you are

• 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
• 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. 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
• Highly resourceful and efficient at data-driven decision-making, operational process design, improvements, and execution
• AI-forward: Has 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
• A flexible team player who can roll up their sleeves to support the team creatively and scrappily while managing other projects through ruthless prioritization
• Exceptional communication skills and a customer-centric attitude. Able to translate and communicate accurately and effectively with both internal and external stakeholders
• Passionate about mental health, our mission at Alma, and Diversity, Equity & Inclusion (DE&I)
• Not sure if you meet every requirement? Research shows 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

What the job involves

• 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
• This is a full time, fully remote position on our team. Occasional travel may be required for company or team events/meetings
• Process Optimization & 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
• Cross-Functional Collaboration: Collaborate with Product & 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
• 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 marry staffing plans with technology roadmaps to streamline the insurance process, and support forecasting and resource planning to ensure the team is appropriately resourced
• Team Leadership & 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
• What success looks like in this role:
• Maintain key service level agreements (SLAs) and support ticket resolution metrics within targeted operational thresholds
• Successfully complete core workflow optimization projects within target timeframes and resource constraints
• Achieve high internal partner and stakeholder satisfaction scores across cross-functional operations
• Optimize operational efficiency metrics by streamlining manual steps across primary workflows

Benefits

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans available
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• 10 allocated sick days per year
• Flexible paid time off in addition to 12 paid holidays throughout the year
• Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management
• Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave to renew and recharge
• 4-4.5 months of fully paid parental leave
• Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses
• Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively
• On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
• Employer sponsored 401(k) match of up to 2% after 90 days of employment
• Flexible work arrangements: 66% of Spring Health team members work fully remote while 33% work in a hybrid model from our New York City offices
• Focus Fridays: no meetings, no distractions, just time for you to get work done
• Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members
• Up to $1,000 Professional Development Reimbursement per calendar year
• $200 per year donation matching to support your favorite causes