Senior Customer Experience WFM Manager

Summary

Join Alma, a company simplifying access to affordable mental health care, as a Senior CX Workforce Manager. You will architect and transform our Customer Experience workforce planning, designing and implementing a comprehensive WFM program for scalability and excellence. Responsibilities include creating forecasting, scheduling, and monitoring frameworks to exceed response and resolution time SLAs. You will maintain cross-functional alignment on WFM initiatives and scale a sustainable WFM function. The ideal candidate possesses 5+ years of progressive workforce management experience in complex customer service environments and 7+ years in Customer Experience, with a proven track record of designing and implementing transformative WFM programs. This role reports to the Senior Director, Customer Experience and offers a competitive salary and benefits package.

Requirements

• You have 5+ years of progressive workforce management experience in complex, omni-channel customer service environments
• You have 7+ years of experience in the Customer Experience space
• You have a proven track record of designing and implementing transformative WFM programs, demonstrating the ability to create new methodologies and systems rather than maintaining existing ones
• You have experience analyzing and manipulating unstructured data into visuals for stakeholders at multiple levels
• You have experience designing and building predictive models; including SQL proficiency - with proven ability in writing basic functions like select statements, joining multiple tables, filtering, aggregates & case/when statements
• You have exceptional ability to influence and collaborate with senior leadership across multiple teams and departments
• You have experience managing vendor relationships and owning a WFM tool (e.g. Assembled, NICE, Calabrio)

Responsibilities

• Design and develop a comprehensive workforce management strategy that aligns with broader business objectives in partnership with CX and Operations leadership
• Create short and long term forecasting and staffing models that dynamically adapt to complex factors including channel dynamics, seasonality, marketing initiatives, and emerging business trends
• Develop innovative scheduling approaches and predictive monitoring systems that optimize operational efficiency, employee experience, and proactively mitigate service delivery risks
• Design and implement advanced analytics and reporting solutions that provide strategic insights beyond traditional metrics, driving predictive and prescriptive workforce optimization
• Lead cross-functional workforce transformation initiatives and maintain alignment with key stakeholders from CX, Operations, Business Intelligence, People and Culture, and Finance on KPIs, resource allocation, and strategic initiatives
• Scale a sustainable WFM function, including developing team capabilities, implementing best practices, and creating infrastructure that evolves with organizational growth

Preferred Qualifications

• Experience leading WFM transformations in high-growth environments
• Strong people leadership skills with experience in building and developing high-performance teams

Benefits

• We’re a remote-first company
• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
• 401K plan (ADP)
• 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 Aetna
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans
• 12 paid holidays,1 Alma Give Back Day
• Flexible PTO