Program Specialist, Customer Experience - Remote

Overview

As a Program Specialist on the Customer Experience team, you will play a vital role in our ability to deliver exceptional customer experiences. Working across stakeholders across the organization— Product, Engineering, Marketing, Business Intelligence— you will optimize the behind-the-scenes operations that enable Alma to deliver high-quality support at scale.

In Short

• Own program execution and operational metrics for assigned initiatives, ensuring we meet our KPIs and OKRs.
• Drive continuous improvement of the CX Delivery team and the customer experience by analyzing operational data.
• Manage internal feedback loops and collaborate with cross-functional partners to optimize the customer experience.
• Lead the development and maintenance of critical documentation, including SOPs and process guidelines.
• Act as a primary point of contact for specific CX programs.
• Contribute to Alma’s Voice of Customer program.
• Manage launches and business incidents, proposing effective processes.

Requirements

• 2+ years of experience in operations, program/project management, or business operations.
• Intermediate analytical skill-sets, confident in analyzing data using BI tools and Excel.
• Experience managing cross-functional stakeholders across levels.
• Ability to thrive in complex and ambiguous environments.

Benefits

• Remote-first company.
• Health insurance plans through Aetna (medical and dental) and MetLife (vision).
• 401K plan (ADP).
• Monthly therapy and wellness stipends.
• Monthly co-working space membership stipend.
• Financial wellness benefits through Northstar.
• Comprehensive parental leave plans.
• Flexible PTO.