Customer Experience Operations Manager
Sift$60,000 - $80,000/year
- Full Time
- Mid-level (3 to 4 years), Junior (1 to 2 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Mental Health Care, Healthcare Services, Technology / SaaSIndustries
Requirements
Candidates should have 3-5 years of work experience in operations, customer experience, or customer success, at a startup or business that is operating at scale with live support channels, and 2-4 years of people management experience managing a multi-layer team. They should have experience structuring and interpreting data (e.g., in Google Sheets) to spot trends and inform strategic decisions, and a strong analytical mindset demonstrated through measurable improvements in team or customer outcomes.
Responsibilities
As a Customer Experience Manager, you will lead, motivate, and enable a team of CX Delivery Team Leads and/or Delivery Success Specialists to deliver high-quality experiences and support and navigate ambiguity. You will partner with Customer Experience leadership to identify operational bottlenecks and trends, leverage customer and team performance data to identify actionable insights and improvement opportunities, translate complex data into clear recommendations, and collaborate with supporting CX Teams to surface qualitative and quantitative trends. Additionally, you will define high standards of quality, create and foster team engagement initiatives, and contribute to an inclusive, equitable culture.
Skills
Team Leadership
Customer Experience Management
Data Analysis
Process Improvement
Collaboration
Coaching
Operational Strategy
Alma
Digital platform connecting clients with therapists
About Alma
Alma connects individuals seeking mental health services with a variety of therapists through its digital platform, helloalma.com. The platform primarily serves clients looking for therapy for issues like anxiety, depression, personal growth, and relationship challenges. Alma's approach focuses on making therapy more affordable by partnering with insurance companies, allowing clients to save an average of 77% on therapy costs. This affordability is a key aspect that sets Alma apart from other mental health services. Additionally, Alma supports therapists by offering resources for continuing education and professional development, ensuring they are well-prepared to assist their clients. The company emphasizes the importance of the client-therapist relationship, aiming to match clients with therapists who best meet their individual needs. Alma operates on a membership model, where therapists pay a fee to access the platform's resources and client base.
New York City, New YorkHeadquarters
2018Year Founded
$214.5MTotal Funding
SERIES_DCompany Stage
HealthcareIndustries
1,001-5,000Employees