Define, own, and drive strong CX team performance and quality standards—including productivity, reliability, and customer satisfaction— while managing operational efficiency and costs
Design, build, and execute on an organizational strategy that drives operational efficiency, team performance, business outcomes, and high-quality customer experiences at scale
Define our talent management strategy, partnering with our Learning & Development team, to define and maintain competency frameworks, career paths, and succession plans
Partner with Workforce Management to ensure staffing models, schedules, and capacity plans support service levels and business priorities
Partner with key stakeholders to staff across channels and equip the team to resolve a variety of complex issue types while navigating ambiguous external dependencies
Influence across the business, elevating the team's insights through clear data stories and customer-centric narratives, partnering cross-functionally to improve our product and services
Lead customer retention and engagement strategies—designing proactive support programs, escalation protocols, and high-touch interventions that drive LTV and reduce churn

You have 8-12+ years in customer support and 5-7+ years of people leadership, with experience scaling operations and driving organizational transformation across a multi-layer team.
Demonstrated ability to develop managers of managers, leading teams effectively, and cultivating intentional customer-centric team cultures.
Demonstrated experience in diagnosing organizational capabilities, addressing gaps, and leading organizational redesigns to improve business performance.
Thrive in a scaling, fast-paced, ambiguous environment, and have demonstrated success in transformational leadership by bringing your team along during periods of rapid change and complexity.
A data-driven customer-centric mindset— you advocate for customers through data, know your way around basic to intermediate SQL queries, and can translate CX data into clear insights, decisions, and performance actions for leaders and teams.
You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills.

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)
Lifestyle Spending Account for health, wellness, and family care
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 PerkSpot
EAP access through Aetna
One-time home office stipend to set up your home office
Inclusive family and medical leave plans
12 paid holidays and 1 Alma Give Back Day
Flexible PTO

Director, Customer Experience

Key skills