Customer Experience Manager

<div class="content-intro">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.<div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"><a href="https://helloalma.com/" target="_blank">Website</a></div><div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"><a href="https://boards.greenhouse.io/alma" target="_blank">Job Board</a></div><div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"><a href="https://docs.google.com/document/d/1cg1oEuMmxHsRw_45o0pANQycrwKJjub3_EdQDtEnrAc/edit" target="_blank">Values</a></div><div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"><a href="https://drive.google.com/file/d/1RLv60bLKQPg_8s1jKEkwOS1EMaNKmPYS/view" target="_blank">Candidate Interview Guide</a></div></div>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:<ul><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Partner with Customer Experience leadership to identify operational bottlenecks and trends.</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Translate complex data into clear recommendations</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Define high standards of quality and equip and empower the team to deliver on those standards.</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Create and foster team engagement initiatives that are inclusive and growth-oriented.</li></ul>Who you are:<ul><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">You are data-driven, with experience structuring and interpreting data (e.g., in Google Sheets) to spot trends and inform strategic decisions.</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">You bring a strong analytical mindset and can demonstrate how your data use has led to measurable improvements in team or customer outcomes..</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">You have cultural humility, can build relationships across differences, and have excellent communication skills.</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">You are a highly organized team player with a customer-centric attitude.</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">You are passionate about our mission and the future of mental healthcare.</li></ul>Benefits:<ul><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">We’re a remote-first company</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">401K plan (ADP)</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Monthly therapy and wellness stipends</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Monthly co-working space membership stipend</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Monthly work-from-home stipend</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Financial wellness benefits through Northstar</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Pet discount program through United Pet Care</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Financial perks and rewards through BenefitHub</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">EAP access through Aetna</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">One-time home office stipend to set up your home office</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Comprehensive parental leave plans</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">11 paid holidays plus Alma Volunteering Day</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Flexible PTO </li></ul>Salary Band: $100,000 - $125,000Alma’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.<div class="content-conclusion">Learn more about how Alma handles applicant data by reading Alma's <a class="c-link" href="https://helloalma.com/applicant-privacy-policy/" target="_blank" data-stringify-link="https://helloalma.com/applicant-privacy-policy/" data-sk="tooltip_parent">Applicant Privacy Notice</a>.</div>

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