CX Program 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/1-BIGrWstawQLTr8aFmmbjMXBA4YaYsVK/view?usp=sharing" target="_blank">Candidate Interview Guide </a></div><div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"> </div><div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content">---</div><div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"> </div></div>CX Program ManagerWe’re looking for a mission-driven, proactive team member passionate about simplifying access to high-quality, affordable mental health care. As a Program Manager focused on Delivery Operations, you’ll directly support our Customer Experience (CX) Delivery team, driving operational excellence for 70-100 team members. Reporting to the Senior Manager of CX Operations, you’ll play a pivotal role in launching and optimizing tools, systems, and programs to enhance the customer, agent, and management experiences.You will collaborate closely with Delivery leadership, Business Intelligence, Product & Engineering, People & Culture, and cross-functional stakeholders to implement strategic initiatives and ensure alignment across the organization.What you’ll do:<ul><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Lead and manage the end-to-end implementation of new tools, systems, and processes aimed at improving operational efficiency, customer satisfaction, agent productivity, and performance management.</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Build programmatic solutions to influence and drive metrics such as: customer satisfaction (CSAT), solves per hour (SPH), first-contact resolution (FCR), one-touch resolution (OTR), agent productivity, adoption rates for new tools, and internal user experience feedback.</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Establish robust project management frameworks, timelines, and governance processes to ensure timely launches and seamless integration of new systems and tools into the Delivery organization.</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Partner closely with Delivery teams and stakeholders across VOC, BI, and People & Culture to gather requirements, identify opportunities, mitigate risks, and drive continuous improvement.</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Provide operational insights, reporting, and analysis to track the impact of implemented programs and recommend ongoing optimizations.</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Facilitate clear and effective communication around program launches, status updates, training, and documentation to ensure smooth transitions and high adoption rates.</li></ul>Who you are:<ul><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">You have 4-6 years of experience in operations, program/project management, or business operations, within customer support or CX operations, ideally at a fast-paced tech/startup environment, and 2+ years of direct people management experience. </li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">You have a proven track record managing complex, cross-functional projects, particularly around the launch and optimization of operational tools and systems.</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">You posess strong analytical skills, with the ability to translate data into clear insights, actionable strategies, and measurable outcomes.</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">You have demonstrated experience in stakeholder management, and are able to effectively communicate and build alignment across multiple teams and levels within an organization.</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Highly organized with exceptional attention to detail and project management discipline.</li><li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Passionate about Alma’s mission, and committed to fostering Diversity, Equity, and Inclusion (DE&I).</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;">12 paid holidays and 1 Alma Give Back Day</li><li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Flexible PTO </li></ul>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.<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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