Customer Experience Manager

Summary

Join Alma, a company simplifying access to affordable mental healthcare, as a Customer Experience (CX) Manager. Lead and mentor a team, collaborating with other managers to optimize systems and processes. Ensure exceptional experiences for providers and clients. Foster an inclusive team culture. Leverage data to identify and address operational bottlenecks and improve quality and efficiency. Define high quality standards and empower the team to meet them. Contribute to Alma's mission of improving mental healthcare access.

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 are data-driven, with experience structuring and interpreting data (e.g., in Google Sheets) to spot trends and inform strategic decisions
• You bring a strong analytical mindset and can demonstrate how your data use has led to measurable improvements in team or customer outcomes
• 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
• Leverage customer and team performance data to identify actionable insights and improvement opportunities. Translate complex data into clear recommendations that improve quality, efficiency, and customer satisfaction
• Translate complex data into clear recommendations
• 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 plus Alma Volunteering Day
• Flexible PTO