Director, Customer Experience

Director, Customer Experience

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.

What you’ll do:

• 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 ...