Senior Customer Experience Manager

Alma | $125,000-$155,000

Steph's Notes:

Alma's job descriptions are pretty consistently great.

Original Job Description: Senior Customer Experience Manager

As the Senior Customer Experience (CX) Manager at Alma, you’ll be responsible for designing, building, and scaling a best-in-class customer experience team. You will coach and support CX Managers, build the systems and processes to scale, and work cross-functionally to deliver an exceptional experience for both of Alma’s primary audiences — providers looking to grow thriving private practices and people seeking high-quality, affordable care. Internally, you will create an inclusive, equitable culture, empowering each individual on our CX team to do their best work.

You will work closely with key departments across Alma— Product Management, Data, Marketing, Community, and Operations. Our CX function is like no other— insurance, especially mental health benefits, is complex. Scaling an exceptional customer experience will require sharp operational skill sets, a curious mind, and high cultural competency. 

What you’ll do:

• Lead, motivate, and enable the Customer Experience team, a salaried and hourly workforce (100+), to deliver high-quality experiences and support and navigate ambiguity.
• Partner with Customer Experience leadership to identify operational bottlenecks and trends, use data and analytics to prioritize work, design process changes, and optimize existing workflows for continued scale.
• Collaborate cross-functionally to surface qualitative and quantitative trends to enable the broader Alma organization to deliver 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 6-8 years of work experience in operations, customer experience, or customer success, ideally at a high-growth startup.
• You have 4-6 years of people management experience; managing a multi-layer team (managing managers), including developing leaders committed to equity and inclusion.
• You have strong analytical skills, with experience structuring data in Excel, leveraging business intelligence tools (e.g. Looker, Tableau), and can break down complex issues into structured frameworks and actionable insights to rally stakeholders and your team to take action.
• You are comfortable with tech, often an early adopter, and have extensive experience with CRM tools. Experience with Zendesk is a huge plus.
• You’re a self-starter with a strong understanding of project management processes and practices.
• You have cultural humility, can build relationships across differences, and have excellent communication skills.
• You are a highly organized team player with a customer-centric attitude.
• You may have prior experience in healthcare, specifically mental health. 
• You are passionate about our mission and the future of mental healthcare.

Benefits:

• We’re a remote-first company 
• Health insurance plans through Cigna (medical and dental) and MetLife (vision), including FSA and HSA plans
• 401K plan (Roth and traditional)
• Monthly therapy and wellness stipends
• 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 BenefitHub
• EAP access through Cigna 
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans 
• 11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
• Flexible PTO 

Salary Band $125,000-$155,000

Alma’s compensation philosophy is driven by our company value of building equity. To best ensure pay equity, we typically bring in new hires near the middle of our listed salary bands and we do not negotiate our compensation (i.e. all people hired at the same level & role are brought in at the same salary, equity, and benefits). The recruiter you work with can provide more details on our philosophy.

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.