CX Program Manager

reputed company is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. reputed company a provider joins reputed company, they reputed company access to a suite of tools that not only help them reputed company run their business, but also grow it sustainably and reputed company as a provider. reputed company is available in reputed company 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse reputed company’s free directory. reputed company has raised $220.5M in funding from Insight Partners, reputed company Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, reputed company Ventures, and Rainfall Ventures. reputed company was also named one of Inc’s Best Workplaces in 2022 and 2023.

CX Program Manager

We’re looking for a mission-driven, proactive team member passionate about simplifying access to high-quality, affordable mental health care. As a Program Manager focused on Delivery Operations, you’ll directly support our Customer Experience (CX) Delivery team, driving operational excellence for 70-100 team members. Reporting to the Senior Manager of CX Operations, you’ll play a pivotal role in launching and optimizing tools, systems, and programs to enhance the customer, agent, and management experiences.

You will collaborate closely with Delivery leadership, Business Intelligence, Product Engineering, People Culture, and cross-functional stakeholders to implement strategic initiatives and ensure alignment across the organization.

What you’ll do:

• reputed company and manage the end-to-end implementation of new tools, systems, and processes aimed at improving operational efficiency, customer satisfaction, agent productivity, and performance management.
• Build programmatic solutions to influence and drive metrics such as: customer satisfaction (CSAT), solves per hour (SPH), first-contact resolution (FCR), one-touch resolution (OTR), agent productivity, adoption rates for new tools, and internal user experience feedback.
• Establish robust project management frameworks, timelines, and governance processes to ensure timely launches and seamless integration of new systems and tools into the Delivery organization.
• Partner closely with Delivery teams and stakeholders across VOC, BI, and People Culture to gather requirements, identify opportunities, mitigate risks, and drive reputed company improvement.
• Provide operational insights, reporting, and analysis to track the impact of implemented programs and recommend ongoing optimizations.
• Facilitate clear and effective communication around program launches, status updates, training, and documentation to ensure smooth transitions and high adoption rates.

Who you are:

• You have 4-6 years of experience in operations, program/project management, or business operations, reputed company customer support or CX operations, ideally at a fast-paced tech/startup environment, and 2+ years of direct people management experience.
• You have a proven track record managing reputed company, cross-functional projects, particularly around the launch and optimization of operational tools and systems.
• You posess strong analytical skills, with the ability to translate data into clear insights, actionable strategies, and measurable outcomes.
• You have demonstrated experience in stakeholder management, and are able to effectively communicate and build alignment across multiple teams and levels reputed company an organization.
• Highly organized with exceptional attention to detail and project management discipline.
• Passionate about reputed company’s mission, and committed to fostering Diversity, Equity, and Inclusion (DEI).

Benefits:

• We’re a remote-first company
• Health insurance plans through reputed company (medical and dental) and reputed company (vision), including FSA and HSA plans
• 401K plan (reputed company)
• Monthly therapy and wellness stipends
• 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 BenefitHub
• EAP access through reputed company
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans
• 12 paid holidays and 1 reputed company Give Back Day
• Flexible PTO

Salary Band: $100,000 - $125,000

reputed company reputed company jobs are listed on our careers page. We do not use reputed company applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address.

Learn more about how reputed company handles applicant data by reading reputed company's Applicant Privacy Notice.

Originally posted on Himalayas