Customer Experience Manager

Summary

Join Alma, a company revolutionizing access to mental healthcare, as their Customer Experience Manager. Lead and mentor a team focused on delivering exceptional experiences to both providers and clients. Collaborate with other teams to optimize processes and identify areas for improvement. Develop and implement strategies to enhance team quality and efficiency while fostering a positive and inclusive work environment. This role requires significant experience in operations, customer experience, and people management within a fast-paced, scaling environment. Alma offers a comprehensive benefits package including remote work, health insurance, paid time off, and various wellness stipends.

Requirements

• You have 3-5 years of work experience in operations, customer experience, or customer success, at a startup or business that is operating at scale with live support channels
• You have 2-4 years of people management experience; managing a multi-layer team (managing managers, including managers with non-exempt direct reports), with an emphasis on developing leaders committed to equity and inclusion
• You have analytical skills, with experience structuring data in Excel to identify trends and surface valuable insights to move the team forward
• You have cultural humility, can build relationships across differences, and have excellent communication skills
• You are a highly organized team player with a customer-centric attitude
• You are passionate about our mission and the future of mental healthcare

Responsibilities

• Lead, motivate, and enable a team of CX Delivery Team Leads and/or Delivery Success Specialists, to deliver high-quality experiences and support and navigate ambiguity
• Partner with Customer Experience leadership to identify operational bottlenecks and trends, use data and analytics to identify areas of opportunity, and propose process changes to improve team quality and efficiency
• Collaborate with supporting CX Teams (Learning & Development, Quality Assurance, Ops, etc) to surface qualitative and quantitative trends to enable the CX Delivery Team to provide an exceptional experience to providers and clients
• Define high standards of quality and equip and empower the team to deliver on those standards
• Create and foster team engagement initiatives that are inclusive and growth-oriented

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
• 11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
• Flexible PTO