Job Description
Title: Director of Product, Support Services
Location: Remote, Contiguous US
Director of Product, Support Services
Alma is seeking a mission-driven Director of Product for our support services 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, community, education and care navigation 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 and operations 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, community, education and care navigation products and services
- 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 and operations managers
Who you are:
- You have 8+ years of experience working within Product management and Operations, with at least 4+ of those years in a product. You have both managed and led product and operations teams.
- You have experience building, scaling, and managing products and services in one or more of the following domains:
- Online Communities
- Ed-Tech / Professional Development (learning / instructional design)
- Support
- 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.