Lead, motivate, and enable strong team performance and quality standards—including productivity, reliability, and customer satisfaction— while supporting operational efficiency and cost targets.
Leverage customer and team performance data to identify actionable insights and improvement opportunities.
Partner with Customer Experience leadership to identify operational bottlenecks and trends.
Translate complex quantitative data (team performance metrics, WFM metrics, and customer trends, etc) to make impact-driven recommendations for improvement and optimization.
Collaborate with supporting CX Teams (P&C, Quality Assurance, Ops, etc) to surface qualitative and quantitative trends to enable the CX Delivery Team to provide an exceptional experience to providers and clients.
Define high standards of quality and equip and empower the team to deliver on those standards.
Create and foster team engagement initiatives that are inclusive and growth-oriented.

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 teams of 15+ compromised of non-exempt and exempt direct reports. You have experience navigating the full spectrum of performance management — from setting clear expectations and delivering ongoing feedback to supporting employees through formal improvement processes and difficult conversations.
You are data-driven, with experience in structuring and interpreting data (using tools like Google Sheets, Looker, Metabase, and other analytics tools) to spot trends and inform strategic decisions.

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

Customer Experience Manager

Key skills