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Alma · 8 hours ago

Director, Customer Experience

United States

Full-time

Remote

Director/Executive

$150K/yr - $180K/yr

8+ years exp

Alma is on a mission to simplify access to high-quality, affordable mental health care. As the Director of Customer Experience, you will lead the team to enhance customer support and drive continuous improvement of products and services by collaborating with cross-functional teams.

Health CareMedicalMental HealthWellness

Responsibilities

Define, own, and drive strong CX team performance and quality standards—including productivity, reliability, and customer satisfaction— while managing operational efficiency and costs

Design, build, and execute on an organizational strategy that drives operational efficiency, team performance, business outcomes, and high-quality customer experiences at scale

Define our talent management strategy, partnering with our Learning & Development team, to define and maintain competency frameworks, career paths, and succession plans

Partner with Workforce Management to ensure staffing models, schedules, and capacity plans support service levels and business priorities

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

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

Lead customer retention and engagement strategies—designing proactive support programs, escalation protocols, and high-touch interventions that drive LTV and reduce churn

Qualification

Customer support leadershipOrganizational strategy designData-driven mindsetPeople managementSQL queriesCultural humilityInterpersonal communication

Required

8-12+ years in customer support

5-7+ years of people leadership

Experience scaling operations and driving organizational transformation across a multi-layer team

Demonstrated ability to develop managers of managers, leading teams effectively, and cultivating intentional customer-centric team cultures

Demonstrated experience in diagnosing organizational capabilities, addressing gaps, and leading organizational redesigns to improve business performance

Thrive in a scaling, fast-paced, ambiguous environment

Demonstrated success in transformational leadership by bringing your team along during periods of rapid change and complexity

A data-driven customer-centric mindset

Advocate for customers through data

Know your way around basic to intermediate SQL queries

Can translate CX data into clear insights, decisions, and performance actions for leaders and teams

Cultural humility

Can build relationships across differences

Excellent interpersonal communication skills