Director, Customer Experience

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.

—

Director, Customer Experience

As reputed company’s Director, Customer Experience, you’ll reputed company reputed company 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 reputed company and reputed company them to deliver customer-centric support at every touchpoint and reputed company their insights cross-functionally—across Product, Design, and Marketing—to drive reputed company 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 reputed company plans support service levels and business priorities
• Partner with key stakeholders to staff across channels and reputed company the team to resolve a variety of reputed company 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
• reputed company customer retention and engagement strategies—designing proactive support programs, escalation protocols, and high-touch interventions that drive LTV and reduce churn

Who you are

• 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 reputed company 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.
• reputed company 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 reputed company— you reputed company 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 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: $150,000 – $180,000 

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.