[Hiring] Director, Customer Experience @Alma

Role Description

As Alma’s Director, Customer Experience, you’ll lead our team through our next stage of growth, as we scale and evolve into a best-in-class service for our network of providers and their clients. Leading our frontline teams, you will equip and empower them to deliver customer-centric support at every touchpoint and elevate their insights cross-functionally—across Product, Design, and Marketing—to drive continuous improvement of our products and services.

A successful candidate should have extensive experience leading high-quality support teams at scale, demonstrated ability to design and operationalize teams for organizational effectiveness, and be extremely customer-focused.

• 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.

Qualifications

• You have 8-12+ years in customer support and 5-7+ years of people leadership, with 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, and have demonstrated success in transformational leadership by bringing your team along during periods of rapid change and complexity.
• A data-driven customer-centric mindset— you advocate for customers through data, know your way around basic to intermediate SQL queries, and can translate CX data into clear insights, decisions, and performance actions for leaders and teams.
• You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills.

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).
• Lifestyle Spending Account for health, wellness, and family care.
• 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 PerkSpot.
• EAP access through Aetna.
• One-time home office stipend to set up your home office.
• Inclusive family and medical leave plans.
• 12 paid holidays and 1 Alma Give Back Day.
• Flexible PTO.
• Salary Band: $150,000 - $180,000.