Enablement Manager

Enablement Manager

It’s Alma’s mission to fill the gaps that exist in the broader healthcare ecosystem, so that we can remove barriers to quality mental health care. As an Enablement Manager on Alma’s Customer Experience team, your role will be to empower the post-sales Customer Experience team through training, resource management, and performance tracking. 

You will lead a team of Enablement Specialists to build comprehensive educational tools (including interactive async lessons, engaging virtual sessions, and downloadable resources and infographics) to enable Alma’s Customer Experience agents to deliver a best-in-class support experience. 

You will regularly report on performance metrics for learners in your sessions (whether they are onboarding associates or tenured agents) to demonstrate the effectiveness of your Enablement strategy. You will also create systems and processes to collaborate with Product, Marketing, and Core Operations team leaders to ensure that your team’s content is accurate, up-to-date, and driving consistently towards Alma’s business goals.

What you’ll do:

• In partnership with your team of Enablement Specialists, reimagine onboarding and ongoing training programs for Alma’s Customer Experience team.
  • Create engaging and effective training materials across a range of modalities, including e-learning modules, live virtual sessions, one-pagers and infographics, and accessible videos.
  • Oversee our internal knowledge base to ensure agents can self-serve information for ongoing self-study.
  • Actively communicate directly with front-line agents to ensure that they remain engaged and continue to see the value of completing team trainings and reviewing async materials.
• Track and hold yourself and your team accountable to key CX performance metrics to ensure full team alignment with process and behavioral expectations for their roles.
• Report out regularly to Customer Experience leadership on CX team performance data, and identify new opportunities for content strategy, instructional design, and quality assurance initiative to improve team performance.
• Set a high standard and build accountability for your Enablement Specialists’ strategic execution of Enablement initiatives, so that Specialists have clarity and direction to grow in their areas of focus.
• Collaborate with Subject Matter Experts in Product, Marketing, and Core Operations to understand Alma’s evolving products and services and translate that information effectively to Customer Experience agents.

Who you are:

• You are a seasoned people manager with 3+ years in Enablement or Learning & Development teams.
• You have experience building accountability mechanisms to track the effectiveness of Enablement team output. You hold direct reports to a high standard of excellence
• You are comfortable designing onboarding and L&D programs to drive specific team performance metrics.
• You can use data to make a compelling business case for new initiatives and strategies to support CX team quality improvements over time.
• You are comfortable with tech, often an early adopter, and have extensive experience with CRM tools. Experience with Zendesk and / or with an LMS such as Docebo is a huge plus.
• You’re a self-starter with a strong understanding of project management processes and practices.
• You have cultural humility, can build relationships across differences, and have excellent communication skills.

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 and 1 Alma Give Back Day
• Flexible PTO 

Salary Band: $110,200 - $140,000 

All Alma jobs are listed on our careers page. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address.