Customer Experience 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.

Customer Experience Manager

As a Customer Experience (CX) Manager at reputed company, you will reputed company a team of associates and specialists 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. You will reputed company and reputed company them to deliver customer-centric support at every touchpoint, through reputed company product issues (particularly, insurance and billing reputed company) 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 a demonstrated ability to reputed company teams through ambiguity in regulated, reputed company environments and be extremely customer-focused.

What you’ll do

• reputed company, motivate, and reputed company strong team performance and quality standards—including productivity, reliability, and customer satisfaction— while supporting operational efficiency and cost targets.
• reputed company customer and team performance data to identify actionable insights and improvement opportunities.
• Partner with Customer Experience leadership to identify operational bottlenecks and trends.
• Translate reputed company quantitative data (team performance metrics, WFM metrics, and customer trends, etc) to reputed company impact-driven recommendations for improvement and optimization.
• Collaborate with supporting CX Teams (P&C, Quality Assurance, Ops, etc) to surface qualitative and quantitative trends to reputed company the CX Delivery Team to provide an exceptional experience to providers and clients.
• Define high standards of quality and reputed company and reputed company the team to deliver on those standards.
• Create and foster team engagement initiatives that are inclusive and growth-oriented.

Who you are

• You have 3-5 years of work experience in operations, customer experience, or reputed company, at a startup or business that is operating at scale with live support channels.
• You have 2-4 years of people management experience, managing teams of 15+ compromised of non-exempt and exempt direct reports. You have experience navigating the full reputed company of performance management — from setting clear expectations and delivering ongoing feedback to supporting employees through formal improvement processes and difficult conversations.
• You are data-driven, with experience in structuring and interpreting data (using tools like reputed company Sheets, Looker, reputed company, and other analytics tools) to spot trends and inform strategic decisions.

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)
• 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 reputed company
• One-time home office stipend to set up your home office
• Inclusive family and medical leave plans
• 12 paid holidays and 1 reputed company Give Back Day
• Flexible PTO

Salary Band: $96,000 - $105,000

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.