Customer Experience Manager
Company: Alma
Location: Remote
Compensation: $100,000 - $125,000/yr
Job Description: Alma is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. When a provider joins Alma, they gain access to a suite of tools that not only help them better run their business, but also grow it sustainably and develop as a provider. Alma is available in all 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse Alma’s free directory. Alma has raised $220.5M in funding from Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, Cigna Ventures, and Rainfall Ventures. Alma was also named one of Inc’s Best Workplaces in 2022 and 2023.
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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.
Link to Apply: https://job-boards.greenhouse.io/alma/jobs/8037688002?gh_src=1a246d872us