Description

As Director of Customer Experience, you will lead Alma's frontline teams to deliver best-in-class support to therapists and clients, driving cross-functional improvements with Product, Design, and Marketing.

Requirements

• Extensive experience leading high-quality support teams at scale
• Demonstrated ability to design and operationalize teams for organizational effectiveness
• Extremely customer-focused
• Experience in a high-growth environment preferred

Responsibilities

• Define and drive CX team performance and quality standards (productivity, reliability, satisfaction) while managing costs
• Design and execute organizational strategy for operational efficiency and high-quality customer experiences at scale
• Define talent management strategy with Learning & Development, including competency frameworks and career paths
• Partner with Workforce Management to align staffing models and capacity plans with service levels and priorities
• Partner with stakeholders across Product, Design, and Marketing to elevate customer insights