Customer Experience Manager
At Alma, we’re making it easier for people to access high quality, affordable mental health care by supporting providers in building thriving private practices. We believe that when therapists have better resources, they’re able to provide better care to their clients. 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. Our product experience is designed to empower people in their search for mental health care, offering multiple pathways and individualized support, if and when someone needs it. Alma has raised funding from incredible investors like Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, and First Round Capital, and was named one of Fast Company’s Most Innovative Companies in Health in 2020.
Customer Experience Manager
As the Customer Experience Manager at Alma, you will manage, coach, and empower every member of our team. You will coach our CX Leads on managing and supporting their direct reports and create a supportive, inclusive working environment that prioritizes the development and well-being of our team. You’ll build out our systems to scale while focusing on clear policies and workflows to keep our work organized.
You’ll set the tone for how we approach each interaction and work cross-functionally to advocate for our members. The Customer Experience team is a respected and critical part of Alma’s mission to make it easy to find high-quality, affordable mental health care. This role is pivotal in achieving this worthwhile endeavor.
What you’ll do:
- Foster a culture and environment that is inclusive, supportive, and growth-oriented
- Manage Customer Experience Leads by providing direct, actionable feedback and creating the support systems for Leads to grow as people managers
- Create and manage a best-in-class hiring process in partnership with our Recruitment team
- Optimize our workforce management systems, workflows, and policies to effectively manage a quickly growing team.
- Be the voice of the team and customer, and work cross-functionally to improve the customer experience across all touchpoints.
- Learn all of Alma’s systems, product lines, and brand so that you can efficiently work through day-to-day customer operations and embody the Alma brand
Who you are:
- You have managed Customer Experience teams for 3-5 years and at least two years of experience managing junior managers.
- You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills.
- You are highly organized with acute attention to detail.
- Creative thinker and problem solver; you’re always exploring how to make something even better or work through issues that require on-the-fly prioritization.
- You’re comfortable with tech, often an early adopter, and have extensive experience with CRM tools, experience with Zendesk is a huge plus.
- Experience working at a startup, fast-paced work environment is a plus.
- A deep passion for our mission and the future of mental health
- Ability to work some weekends and holidays