Alma · 6 hours ago

Customer Experience Manager

Remote, Contiguous US

Full-time

Remote

Mid Level

$100K/yr - $125K/yr

3+ years exp

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Responsibilities

Lead, motivate, and enable a team of CX Delivery Team Leads and/or Delivery Success Specialists, 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 identify areas of opportunity, and propose process changes to improve team quality and efficiency.

Collaborate with supporting CX Teams (Learning & Development, 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.

Qualification

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Customer Experience ManagementPeople ManagementData AnalysisCustomer-Centric Attitude

Required

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.

2-4 years of people management experience; managing a multi-layer team (managing managers, including managers with non-exempt direct reports), with an emphasis on developing leaders committed to equity and inclusion.

Analytical skills, with experience structuring data in Excel to identify trends and surface valuable insights to move the team forward.

Cultural humility, can build relationships across differences, and have excellent communication skills.

Highly organized team player with a customer-centric attitude.

Passionate about our mission and the future of mental healthcare.