Alma's mission is to simplify access to high-quality, affordable mental health care by making it easy and rewarding for therapists to accept insurance. With over 20,000 therapists in their growing network, they are available in all 50 states and have raised $220.5M in funding.
Lead multiple engineering teams, owning delivery, technical direction, effectiveness, and overall performance.
Be accountable for performance management outcomes across teams, ensuring consistent feedback, clear expectations, and strong manager and IC development.
Drive technical and operational strategy across squads, optimizing for system level outcomes rather than individual team success.
Resolve Tier 2 (and some Tier 3) Support Tickets by handling specialized tickets requiring deeper product, insurance, workflow knowledge, or cross-functional support to resolve.
Serve as the first line of escalation for CX Associates, empowering them with the necessary support to resolve challenging inquiries – and taking over cases when necessary.
Partner with Leadership and Ops Program Managers to surface recurring issues, identify workflow gaps, and recommend process improvements.