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 CX Team Leads and/or Success Specialists, collaborate with other CX Managers and the Senior Manager of the CX Delivery Team to develop systems and processes that support the team, and ensure an exceptional experience for Alma’s two primary audiences: providers looking to grow thriving private practices and people seeking high-quality, affordable care. 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 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.
Who you are:
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.
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
Salary Band: $100,000 - $125,000
Alma’s compensation philosophy is driven by our company value of building equity. To best ensure pay equity, we typically bring in new hires near the middle of our listed salary bands and we do not negotiate our compensation (i.e. all people hired at the same level & role are brought in at the same salary, equity, and benefits). The recruiter you work with can provide more details on our philosophy.
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.
About the job
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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 CX Team Leads and/or Success Specialists, collaborate with other CX Managers and the Senior Manager of the CX Delivery Team to develop systems and processes that support the team, and ensure an exceptional experience for Alma’s two primary audiences: providers looking to grow thriving private practices and people seeking high-quality, affordable care. 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 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.
Who you are:
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.
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
Salary Band: $100,000 - $125,000
Alma’s compensation philosophy is driven by our company value of building equity. To best ensure pay equity, we typically bring in new hires near the middle of our listed salary bands and we do not negotiate our compensation (i.e. all people hired at the same level & role are brought in at the same salary, equity, and benefits). The recruiter you work with can provide more details on our philosophy.
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.