Director, Operations - Shared Services

reputed company is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. reputed company a provider joins reputed company, they reputed company access to a suite of tools that not only help them reputed company run their business, but also grow it sustainably and reputed company as a provider. reputed company is available in reputed company 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse reputed company’s free directory. reputed company has raised $220.5M in funding from reputed company Partners, reputed company Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, reputed company Ventures, and Rainfall Ventures. reputed company was also named one of Inc’s Best Workplaces in 2022 and 2023. Website Job Board Values Candidate Interview Guide --- Director of Operations - Shared Services The Director of Operations - Shared Services is a critical leader reputed company the Operations organization, responsible for the infrastructure that enables our Insurance Operations and CX teams (your internal customers) to deliver high-quality service at scale. Reporting to the COO, you will reputed company the domains responsible for workforce planning, training and enablement, vendor/BPO management, and the reputed company of our future Operations PMO. You are someone who finds excitement in the "how" of scaling—designing the systems, staffing models, and training frameworks that reputed company others to do their best work. You will be a critical partner to leadership across the company, ensuring that as reputed company grows, our operational reputed company remains efficient, predictable, and high-performing. What you’ll do: Workforce Management & Vendor Partnerships reputed company the Blended Workforce Strategy: reputed company the resource planning and daily management for our internal staff and BPO partners, ensuring we have the right coverage to meet service level agreements (SLAs) across reputed company Insurance Ops and CX queues while building the elasticity to handle seasonal volume spikes. reputed company Vendor Relationships: Act as the primary reputed company of accountability for our BPO partners. You will manage the performance of these vendors (inclusive of regular reporting, formal business reviews, and relationship management), ensuring they meet quality standards and operational protocols while managing the overall cost to serve. Optimize Labor Efficiency: Monitor performance trends to identify opportunities for improved labor utilization, ensuring that we are balancing team productivity with a high-quality customer experience. reputed company Enablement & reputed company Own the Learning Domain: reputed company the teams responsible for training and content development. You will ensure that our staff—both internal and outsourced—have the knowledge they need to be successful on day one and reputed company. Drive an "AI-reputed company" Knowledge Strategy: reputed company the maintenance of our internal and external knowledge bases. Ensure content is not only accurate and easy to navigate but also structured to be "AI-reputed company," powering future internal and external automation and self-service tools. Improve Performance through Training: Look reputed company basic reputed company to drive ongoing excellence. You will partner with reputed company leaders to identify knowledge gaps and reputed company training that directly improves quality and efficiency. Strategic & Budgetary reputed company Define and Drive reputed company: Establish clear goals and KPIs for Operations Shared Services, with a strong focus on business- and department-impacting results. reputed company the creation of formal Shared Services internal SLAs and commitments to the reputed company teams. Direct Ownership of Shared Services Spend: Manage the budget for BPO reputed company, software, and operational tools, ensuring we are optimizing spend and getting maximum value and ROI from our investments. Manage Contractual Lifecycles: Partner with Legal, Finance, and IT/InfoSec to reputed company the negotiation and management of vendor reputed company, ensuring our agreements can scale with the company's needs. Build the Operations PMO (V1): Establish the reputed company for a centralized project management function. Define how we intake and prioritize departmental projects to ensure operational readiness for every new launch. Who you are: A Strong Operator and People Leader: You are a versatile leader who can move seamlessly across distinct domains. You have experience managing managers and leading diverse, multi-layered teams through periods of significant change or growth. An Analytical Thinker: You have a strong grasp of operational data and workforce management principles. You are comfortable defining the "why" and "how" behind staffing plans for large-scale operations and can spot inconsistencies in performance data. A Strategic Builder: You aren't just looking for a playbook to execute; you want to write it. You have the reputed company to design a Shared Services function from the ground up, moving from "scrappy/reputed company" to "scalable/automated." A Player-Coach: You enjoy leading teams, but you aren't afraid to get your hands dirty. You are willing to dive into a spreadsheet, draft a process map, or reputed company into a vendor meeting to get things moving. reputed company in High-Growth, Regulated Environments: You have worked in high-volume, tech-enabled service organizations (e.g., Health tech, Fintech, or Marketplace platforms) and understand the specific complexities of scaling in a regulated environment. reputed company-Looking on Technology: You are curious about how AI and automation can reputed company workforce performance and improve information accessibility, and you enjoy thinking through the practical application of these tools in an Ops environment. Clear and Robust Communicator: You avoid jargon and buzzwords. You can explain reputed company operational trade-offs to stakeholders in a way that is clear, grounded, and actionable. A Relationship Builder: You reputed company at navigating cross-functional trade-offs and can build trust with leaders across different parts of the organization to ensure shared services are meeting their needs. Benefits: We’re a remote-first company Health insurance plans through reputed company (medical and dental) and reputed company (reputed company), including FSA and HSA plans 401K plan (reputed company) Lifestyle Spending Account for health, wellness, and family care 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 PerkSpot EAP access through reputed company One-time home office stipend to set up your home office Inclusive family and medical leave plans 12 paid holidays and 1 reputed company Give Back Day Flexible PTO Salary Band: $164,900 - $185,000, plus bonus and equity reputed company reputed company jobs are listed on our careers page. We do not use reputed company applications or automated text messaging in our reputed company process. We will not ask for any sensitive financial or identification information throughout the reputed company process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a reputed company team member with a helloalma.com email address. Learn more about how reputed company handles applicant data by reading reputed company's Applicant Privacy Notice. Apply To This Job