Director of Product, Support & Internal Tools

Director of Product, Support & Internal Tools

Alma is seeking a mission-driven Director of Product for our support and internal enablement products. As the Director of Product, you will be responsible for unlocking and building key process optimizations and tech-enabled solutions that allow Alma’s support and operations products and teams to scale through our next chapter of growth while ensuring service excellence, using business insights, creativity, and technology to drive strategic change. You will lead a team of product managers to solve complex problems with product rigor and transform the way providers interact with Alma’s services.

What you’ll do:

• Develop an overall strategy and help shape roadmaps for how we scale our support and education experiences, and build robust delegation, workflow, queue management and workforce management systems to enable our core operations to deliver high quality services at unprecedented volumes and SLAs.
• Collaborate with internal business, operational, and engineering stakeholders to identify new opportunities to serve our customers better through improved processes and  technology-enabled innovations
• Define, track, and analyze overall performance and financial, customer, and operational metrics for the support service products.
• Work closely with the product and engineering leadership in managing organizational change, the adoption of best practices and the allocation of resources to scale our support services.
• Manage and develop a team of product managers 

Who you are:

• You have 8+ years of experience working within Product management, and at least 4 years managing more junior PMs.
• You have extensive experience working in and/or partnering with operations teams to build systems and workflows that lead to operational excellence and efficiency at scale 
• You have experience with ticket, data, or queue management systems (e.g. Zendesk, Salesforce, CRMs, etc.) that help internal teams to better support customers 
• You have experience building, scaling, and managing leading-edge digital products and services also involving complex manual operations
• You possess a clear and engaging communication style with a track record of building positive relationships across a broad, diverse organization.
• You are adept at agile methodologies and taking an iterative approach to product lifecycle management.
• You have proven experience managing cross functional stakeholders to drive business results
• You know how to balance evidence against intuition in product decision-making and successes.
• You value a culture of inclusion and empathy.
• You feel a passion for Alma's mission – to improve the therapy experience for providers and their clients and simplify access to quality, affordable care.
• Prior experience working with community and/or customer support services is desirable, though not mandatory.

Benefits:

• We’re a remote-first company 
• Health insurance plans through Cigna (medical and dental) and MetLife (vision), including FSA and HSA plans
• 401K plan (Roth and traditional)
• Monthly therapy and wellness stipends
• Monthly co-working space membership stipend
• Monthly work-from-home stipend 
• Financial wellness benefits through Northstar 
• Pet discount program through United Pet Care 
• Financial perks and rewards through BenefitHub
• EAP access through Cigna 
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans 
• 11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
• Flexible PTO

Salary Band: $190,000 - $230,000

Alma’s compensation philosophy is driven by our company value of building equity. To best ensure pay equity, we typically bring in new hires near the middle of our listed salary bands and we do not negotiate our compensation (i.e. all people hired at the same level & role are brought in at the same salary, equity, and benefits). The recruiter you work with can provide more details on our philosophy.

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.