Customer Care, Operations Support Lead, Voice of the Customer
QuinceSalary not specified
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Healthcare, Mental Health, Customer ExperienceIndustries
Requirements
Candidates are required to have 8 years or more of work experience leading an analytical function such as Customer/User Insights, Product Operations, CX Operations, Voice of the Customer, or similar, along with strong data reporting and data analytics skills, including proficiency in SQL and the ability to write basic functions like select statements and joins.
Responsibilities
The Director, Voice of the Customer will create and lead a strategic Voice of the Customer program, establishing quantitative measurements, synthesizing qualitative data, and translating customer understanding into strategic efforts. They will nurture collaborative relationships across key stakeholders, shape product and business strategy, create engaging programs to build customer awareness and empathy, and establish a robust framework for customer feedback loops, partnering effectively with data teams to build the necessary data infrastructure for customer insights.
Skills
Data reporting
Data analytics
SQL
Customer insights
Voice of the Customer
Product operations
CX operations
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.
Key Metrics
New York City, New YorkHeadquarters
2018Year Founded
$214.5MTotal Funding
SERIES_DCompany Stage
HealthcareIndustries
1,001-5,000Employees