Director, Operations - Shared Services
About the role
Director of Operations - Shared Services
The Director of Operations - Shared Services is a critical leader within 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 oversee the domains responsible for workforce planning, training and enablement, vendor/BPO management, and the foundation 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 empower others to do their best work. You will be a critical partner to leadership across the company, ensuring that as Alma grows, our operational engine remains efficient, predictable, and high-performing.
What you’ll do:
Workforce Management & Vendor Partnerships
- Lead the Blended Workforce Strategy: Oversee 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 all Insurance Ops and CX queues while building the elasticity to handle seasonal volume spikes.
- Oversee Vendor Relationships: Act as the primary point 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 tr