Customer Experience Manager

📋 Description

• • As a Customer Experience Manager at Alma, you will lead a team of associates and specialists through the company's next stage of growth, scaling and evolving into a best-in-class service for therapists and their clients.
• • You will lead, motivate, and enable strong team performance and quality standards—including productivity, reliability, and customer satisfaction—while supporting operational efficiency and cost targets, leveraging customer and team performance data to identify actionable insights and improvement opportunities.
• • Alma is on a mission to simplify access to high-quality, affordable mental health care by making it easy and financially rewarding for therapists to accept insurance and offer in-network care, with over 20,000 therapists in its network across all 50 states and recognized as one of Inc’s Best Workplaces in 2022 and 2023.
• • You will partner with Customer Experience leadership to identify operational bottlenecks and trends, translate complex quantitative data into impact-driven recommendations, collaborate with supporting CX teams to surface qualitative and quantitative trends, define high standards of quality, and create inclusive, growth-oriented team engagement initiatives.
• • You will equip and empower your team to deliver customer-centric support at every touchpoint, particularly for complex insurance and billing-related product issues, and elevate insights cross-functionally across Product, Design, and Marketing to drive continuous improvement of products and services.