Customer Experience Manager - Remote

Overview

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, ensuring an exceptional experience for Alma’s two primary audiences: providers looking to grow thriving private practices and people seeking high-quality, affordable care.

In Short

• Lead and motivate a team of CX Delivery Team Leads and/or Delivery Success Specialists.
• Identify operational bottlenecks and trends with Customer Experience leadership.
• Leverage customer and team performance data to identify actionable insights.
• Collaborate with supporting CX Teams to enhance provider and client experiences.
• Define high standards of quality and empower the team to meet those standards.
• Create team engagement initiatives that are inclusive and growth-oriented.

Requirements

• 3-5 years of work experience in operations, customer experience, or customer success.
• 2-4 years of people management experience.
• Data-driven mindset with experience in structuring and interpreting data.
• Strong analytical skills to drive measurable improvements.
• Excellent communication skills and cultural humility.
• Highly organized with a customer-centric attitude.
• Passionate about mental healthcare.

Benefits

• Remote-first company culture.
• Health insurance plans including FSA and HSA.
• 401K plan.
• Monthly therapy and wellness stipends.
• Monthly co-working space membership stipend.
• Financial wellness benefits.
• Flexible PTO and comprehensive parental leave plans.