Customer Experience Manager

Alma is on a mission to simplify access to high-quality, affordable mental health care. As a Customer Experience Manager, you will lead a team to deliver exceptional support to providers and clients, leveraging data to drive continuous improvement in services.

Responsibilities:

• 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

Requirements:

• 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
• 2-4 years of people management experience, managing teams of 15+ compromised of non-exempt and exempt direct reports
• 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
• 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