Director, Customer Experience

🕒 il y a 2 mois

🇺🇸 États-Unis – Télétravail

💵 $150 000 - $180 000 / an

⏰ Temps Plein

🔴 Expert

💝 Support Client

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Cette entreprise a parrainé des visas H1B par le passé.

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Alma

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51 - 200 employés

Chez Alma, nous facilitons l'accès des consommateurs à des soins de santé mentale de haute qualité et abordables en soutenant les prestataires dans la construction de pratiques privées florissantes. Nous croyons que lorsque les thérapeutes disposent de meilleures ressources, ils sont capables de prodiguer de meilleurs soins à leurs clients. Lorsqu'un prestataire rejoint Alma, il accède à une suite d'outils qui non seulement l'aident à mieux gérer son entreprise, mais aussi à la développer de manière durable et à se perfectionner en tant que prestataire. Notre expérience consommateur est conçue pour autonomiser les individus dans leur recherche de soins de santé mentale, en offrant plusieurs voies et un soutien personnalisé, si et quand cela est nécessaire. Nous avons levé 90,5 millions de dollars auprès d'investisseurs remarquables tels que Insight Partners, Tusk, Primary, Optum Ventures et First Round, et avons été nommés l'une des entreprises les plus innovantes dans le domaine de la santé par Fast Company en 2020.

Description

• 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

🎯 Exigences

• 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.

🏖️ Avantages

• 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