CX Program Manager

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Mental Health Care, Health TechIndustries

Requirements

Candidates should have 4-6 years of experience in operations, program/project management, or business operations within customer support or CX operations, ideally in a fast-paced tech/startup environment, and 2+ years of direct people management experience. A proven track record of managing complex, cross-functional projects, particularly around the launch and optimization of operational tools and systems, is required. Strong analytical skills for translating data into insights and actionable strategies, along with demonstrated experience in stakeholder management and exceptional organizational skills, are also necessary. Passion for Alma's mission and commitment to DE&I are essential.

Responsibilities

The CX Program Manager will lead the end-to-end implementation of new tools, systems, and processes to enhance operational efficiency, customer satisfaction, agent productivity, and performance management. They will build programmatic solutions to influence key metrics like CSAT, SPH, and FCR, and establish project management frameworks for timely launches. This role involves partnering with Delivery teams and stakeholders to gather requirements, identify opportunities, mitigate risks, and drive continuous improvement, while also providing operational insights and reporting to track program impact and recommend optimizations. Facilitating clear communication for program launches, status updates, training, and documentation is also a key responsibility.

Skills

Program Management

Operational Excellence

Customer Experience (CX)

Process Improvement

Stakeholder Management

Cross-functional Collaboration

Metrics Driven

CSAT

SPH

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

Benefits

Remote Work Options

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Wellness Program

Home Office Stipend

Parental Leave

Paid Holidays

Unlimited Paid Time Off

Risks

Increased competition from platforms like Headway and SonderMind could impact Alma's market share.

Rapid expansion to 8,000 providers may challenge service quality and support.

Regulatory changes in telehealth reimbursement policies could affect Alma's business model.

Differentiation

Alma partners with insurance companies to make therapy more affordable for clients.

The platform offers a comprehensive suite of tools for therapists, including scheduling and billing.

Alma emphasizes client-therapist matching to ensure personalized and effective therapy sessions.

Upsides

Alma raised $130 million in Series D funding to expand its platform and services.

The decreasing stigma around mental health is increasing demand for Alma's services.

Alma's integration of AI can enhance client-matching algorithms and service delivery.

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