Customer Experience Manager

Customer Experience Manager 

As a Customer Experience (CX) Manager at Alma, you’ll be responsible for leading a customer experience team that is on a journey to become best-in-class. You will coach and support a CX team to drive data-informed results that ensure a premium and exceptional experience for Alma’s two primary audiences: providers looking to grow thriving private practices and people seeking high-quality, affordable care. This involves supporting team members as they navigate complex product issues, particularly those related to insurance processes and challenges. Internally, you will create an inclusive, equitable culture, empowering each individual on your team to do their best work.

What you’ll do:

• Lead, motivate, and enable a CX Delivery team, to deliver high-quality experiences and support and navigate ambiguity

• Leverage customer and team performance data to identify actionable insights and improvement opportunities

• Partner with Customer Experience leadership to identify operational bottlenecks and trends

• Translate complex quantitative data (team performance metrics, WFM metrics, and customer trends, etc) to make impact driven recommendations for improvement and optimization

• Collaborate with supporting CX Teams (P&C, 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

Who you are:

• You have 3+ 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 non-exempt direct reports, with an emphasis on developing leaders committed to equity and inclusion.

• You are data-driven, with experience in structuring and interpreting data (using tools like Google Sheets, Looker, Metabase, other analytics tools) 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 healthcare technology.

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: $100,000 - $125,000

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.