💼 About This Role

You'll lead the infrastructure that enables Insurance Operations and CX teams to deliver high-quality service at scale. You'll design the systems, staffing models, and training frameworks that empower others to do their best work as Alma grows. This role reports to the COO and offers the chance to build a Shared Services function from the ground up.

🎯 What You'll Do

• Lead workforce planning and blended workforce strategy for Insurance Ops and CX teams
• Manage BPO vendor relationships including performance reviews and contract negotiations
• Oversee training and knowledge management, building an AI-ready knowledge strategy
• Establish Shared Services KPIs and manage budget for vendor contracts and software tools

📋 Requirements

• 10+ years of experience in operations leadership in high-growth tech environments
• Experience managing manager-level staff and leading multi-layered teams
• Proven ability to design and implement workforce management frameworks at scale
• Experience in regulated environments like health tech or fintech

✨ Nice to Have

• Experience building an Operations PMO from scratch
• Knowledge of AI and automation applications in operations
• Background in vendor management and contract lifecycle management

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 🏥 Health insurance coverage
• 💰 Equity compensation
• 📈 401(k) matching
• 🏡 Remote work flexibility

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Panel Interview· 90 min
4. 4Offer· 0 min

🚩 Heads Up

• Role mixes distinct domains (WFM, training, vendor management, PMO) which may be unrealistic for one person
• Requirements broadly mention 'high-growth regulated environments' without specific years for each domain
• No mention of direct reports or team size, making scope unclear