Customer Experience Manager

Behavioral Health Tech, Inc.; Alma (AR); Remote; USD 100,000 - 125,000; Full time

Job summary

A leading company in mental healthcare seeks a Customer Experience Manager to enhance the team's performance and ensure exceptional patient experiences. The role involves leading a team, interpreting data for strategic decisions, and fostering a culture of inclusivity and growth. The ideal candidate has proven experience in customer success and a commitment to equity.

Benefits

Health insurance through Aetna (medical and dental)

401K plan (ADP)

Monthly wellness stipends

Flexible PTO

Comprehensive parental leave plans

Pet discount program through United Pet Care

One-time home office stipend

EAP access through Aetna

11 paid holidays plus Alma Volunteering Day

Financial wellness benefits through Northstar

Qualifications

• 3-5 years in operations, customer experience, or customer success.
• 2-4 years managing teams with a focus on equity and inclusion.
• Ability to structure and interpret data to inform decisions.

Responsibilities

• Lead and support the customer experience team to ensure high-quality services.
• Identify operational bottlenecks and translate data insights into actionable recommendations.
• Foster team engagement initiatives and create an inclusive culture.

Skills

Data-driven

Customer-centric attitude

Excellent communication skills

Organizational skills

Job description

Customer Experience Manager

As a Customer Experience (CX) Manager at Alma, you’ll be responsible for leading a customer experience team that is on a journey to become best-in-class. You will coach and support CX Team Leads and/or Success Specialists, collaborate with other CX Managers and the Senior Manager of the CX Delivery Team to develop systems and processes that support the team, and ensure an exceptional experience for Alma’s two 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 your team to do their best work.

What you’ll do:

• 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.
• Leverage customer and team performance data to identify actionable insights and improvement opportunities. Translate complex data into clear recommendations that improve quality, efficiency, and customer satisfaction.
• Translate complex data into clear recommendations
• 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.

Who you are:

• You have 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.
• You have 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.
• You are data-driven, with experience structuring and interpreting data (e.g., in Google Sheets) to spot trends and inform strategic decisions.
• You bring a strong analytical mindset and can demonstrate how your data use has led to measurable improvements in team or customer outcomes..
• 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 are passionate about our mission and the future of mental healthcare.

Benefits:

• We’re a remote-first company
• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
• 401K plan (ADP)
• 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 Aetna
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans
• 11 paid holidays plus Alma Volunteering Day
• Flexible PTO

Salary Band: $100,000 - $125,000

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.