About the Role
As a Customer Experience (CX) Manager at Alma, you will lead a dedicated team focused on delivering best-in-class customer experiences. Your role will involve coaching CX Team Leads and Success Specialists, collaborating with leadership to optimize systems and processes, and ensuring an exceptional experience for both providers and clients. Internally, you will foster an inclusive, equitable culture, empowering your team to perform at their best.
Job Summary
- Position: Customer Experience Manager
- Location: United Kingdom (Remote)
- Job Type: Full-Time
- Salary: $100,000 – $125,000 per year
Key Responsibilities
- Lead and motivate a team of CX Delivery Team Leads and Delivery Success Specialists to deliver exceptional customer support and experiences.
- Identify operational bottlenecks and trends, utilizing data and analytics to propose improvements in quality and efficiency.
- Collaborate with supporting CX Teams (Learning & Development, Quality Assurance, Operations) to address trends and enhance the team’s performance.
- Set high standards of quality and equip the team to consistently meet those standards.
- Develop and implement team engagement initiatives that promote inclusivity and growth.
Who You Are
- Experience:
- 3-5 years in operations, customer experience, or customer success roles within startups or scaling businesses.
- 2-4 years managing multi-layered teams, including managers with non-exempt direct reports.
- Skills:
- Proficient in data analysis and identifying actionable insights.
- Strong communication and cultural humility with the ability to build relationships across diverse groups.
- Highly organized and customer-centric team player.
- Passion: Committed to Alma’s mission and the future of mental healthcare.
Benefits
- Work Environment:
- Remote-first company with flexible PTO.
- Monthly co-working and work-from-home stipends.
- Health & Wellness:
- Health insurance plans through Aetna (medical and dental) and MetLife (vision).
- Monthly therapy and wellness stipends.
- Financial wellness benefits through Northstar.
- EAP access through Aetna.
- Financial Perks:
- 401K plan (ADP).
- Pet discount program through United Pet Care.
- Financial perks and rewards through BenefitHub.
- Additional Benefits:
- One-time home office setup stipend.
- Comprehensive parental leave plans.
- 11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day.
Salary Information
Alma’s compensation philosophy is guided by equity. New hires are typically brought in near the middle of the listed salary bands. Compensation is not negotiable to ensure fairness across the company. More details on this policy will be shared during the recruitment process.
- Salary Range: $100,000 – $125,000 per year
Application Process
All Alma job openings are listed on our careers page. Recruitment communications, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address. Please note, we do not use automated text messaging, outside applications, or request sensitive financial/identification information during the recruitment process.
