Customer Experience, Program Manager | Central Region
iRhythm TechnologiesSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Mental Health Care, Health TechIndustries
Requirements
Candidates should have 2+ years of experience in operations, program/project management, or business operations, ideally within customer support or CX operations in a fast-paced tech/startup environment. Intermediate analytical skills with BI tools (Looker, Tableau, Lightdash) and Excel are required, along with the ability to manage cross-functional stakeholders and thrive in ambiguous environments.
Responsibilities
The Program Specialist, CX will own program execution and operational metrics, drive continuous improvement of the CX Delivery team and customer experience through data analysis and process enhancements, and manage internal feedback loops with cross-functional partners. They will also lead the development of critical documentation, serve as a point of contact for CX programs, contribute to the Voice of Customer program, and manage launches and business incidents.
Skills
Program Execution
Operational Metrics
KPIs
OKRs
Continuous Improvement
Data Analysis
Process Enhancement
Reporting
Cross-functional Collaboration
Customer Experience Optimization
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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