Director, Customer Experience at Alma

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Alma is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. When a provider joins Alma, they gain access to a suite of tools that not only help them better run their business, but also grow it sustainably and develop as a provider. Alma is available in all 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse Alma’s free directory. Alma has raised $220.5M in funding from Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, Cigna Ventures, and Rainfall Ventures. Alma was also named one of Inc’s Best Workplaces in 2022 and 2023.</span></p> <div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><a href="https://helloalma.com/" target="_blank">Website</a></span></div> <div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><a href="https://boards.greenhouse.io/alma" target="_blank">Job Board</a></span></div> <div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><a href="https://docs.google.com/document/d/1cg1oEuMmxHsRw_45o0pANQycrwKJjub3_EdQDtEnrAc/edit" target="_blank">Values</a></span></div> <div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><a href="https://drive.google.com/file/d/1-BIGrWstawQLTr8aFmmbjMXBA4YaYsVK/view?usp=sharing" target="_blank">Candidate Interview Guide&nbsp;</a></span></div> <div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content">&nbsp;</div> <div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">---</span></div> <div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content">&nbsp;</div></div><p><span style="font-size: 18pt; font-family: helvetica, arial, sans-serif;"><strong>Director, Customer Experience</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">As Alma’s Director, Customer Experience, you’ll lead our team through our next stage of growth, as we scale and evolve into a best-in-class service for our network of providers and their clients. Leading our frontline teams, you will equip and empower them to deliver customer-centric support at every touchpoint and elevate their insights cross-functionally—across Product, Design, and Marketing—to drive continuous improvement of our products and services.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">​A successful candidate should have extensive experience leading high-quality support teams at scale, demonstrated ability to design and operationalize teams for organizational effectiveness, and be extremely customer-focused.</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>What you’ll do:</strong></span></p> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Define, own, and drive strong CX team performance and quality standards—including productivity, reliability, and customer satisfaction— while managing operational efficiency and costs</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Design, build, and execute on an organizational strategy that drives operational efficiency, team performance, business outcomes, and high-quality customer experiences at scale</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Define our talent management strategy, partnering with our Learning &amp; Development team, to define and maintain competency frameworks, career paths, and succession plans</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Partner with Workforce Management to ensure staffing models, schedules, and capacity plans support service levels and business priorities</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Lead customer retention and engagement strategies—designing proactive support programs, escalation protocols, and high-touch interventions that drive LTV and reduce churn</span></li> </ul> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Who you are:</strong></span></p> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Demonstrated ability to develop managers of managers, leading teams effectively, and cultivating intentional customer-centric team cultures.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Demonstrated experience in diagnosing organizational capabilities, addressing gaps, and leading organizational redesigns to improve business performance.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Benefits:</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">We’re a remote-first company</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">401K plan (ADP)</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Lifestyle Spending Account for health, wellness, and family care</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Monthly co-working space membership stipend</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Monthly work-from-home stipend</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Financial wellness benefits through Northstar</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Pet discount program through United Pet Care</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Financial perks and rewards through PerkSpot</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">EAP access through Aetna</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">One-time home office stipend to set up your home office</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Inclusive family and medical leave plans</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">12 paid holidays and 1 Alma Give Back Day</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Flexible PTO&nbsp;</li> </ul> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-weight: 400;">Salary Band: $150,000 - $180,000&nbsp;</span></span></p> <p><span style="font-weight: 400; font-size: 12pt; font-family: helvetica, arial, sans-serif;">All Alma jobs are listed on our careers page. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address.</span></p><div class="content-conclusion"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Learn more about how Alma handles applicant data by reading Alma's&nbsp;<a class="c-link" href="https://helloalma.com/applicant-privacy-policy/" target="_blank" data-stringify-link="https://helloalma.com/applicant-privacy-policy/" data-sk="tooltip_parent">Applicant Privacy Notice</a>.</span></p></div>