Customer Experience Manager

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. Website Job Board Values Candidate Interview Guide Customer Experience Manager As a Customer Experience (CX) Manager at Alma, you will lead a team of associates and specialists 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. You will equip and empower them to deliver customer-centric support at every touchpoint, through complex product issues (particularly, insurance and billing related) and elevate their insights cross-functionally— across Product, Design, and Marketing—to drive continuous improvement of our products and services. A successful candidate should have a demonstrated ability to lead teams through ambiguity in regulated, complex environments and be extremely customer-focused. What you’ll do:

• 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.

Who you are:

• 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.

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)
• 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

Salary Band: $100,000 - $130,000 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. Learn more about how Alma handles applicant data by reading Alma's Applicant Privacy Notice.