(Remote Work) Customer Experience Manager – Alma

Job Overview

• Job Title Customer Experience Manager
• Hiring Organization Alma
• Company Website https://helloalma.com/
• Remote Locations US
• Job Type  Remote, Full-Time

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.

Job 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.

Job 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.

Employee 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

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.

How To Apply

Click “Apply” below to fill in the application form!