Customer Experience Manager

7 hours ago

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Alma

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therapy and mental health

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Description

• 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. • Ensure an exceptional experience for Alma’s two primary audiences: providers looking to grow thriving private practices and people seeking high-quality, affordable care. • Create an inclusive, equitable culture, empowering each individual on your team to do their best work.

Requirements

• 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. • 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. • You have analytical skills, with experience structuring data in Excel to identify trends and surface valuable insights to move the team forward. • 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 mental healthcare.

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 • 11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day • Flexible PTO