Alma

Customer Experience Manager

Alma

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $96,000 - $105,000 per year

About the role

  • Lead, motivate, and enable strong team performance and quality standards—including productivity, reliability, and customer satisfaction— while supporting operational efficiency and cost targets.
  • Leverage customer and team performance data to identify actionable insights and improvement opportunities.
  • Partner with Customer Experience leadership to identify operational bottlenecks and trends.
  • Translate complex quantitative data (team performance metrics, WFM metrics, and customer trends, etc) to make 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 enable the CX Delivery Team to provide an exceptional experience to providers and clients.
  • Define high standards of quality and equip and empower the team to deliver on those standards.
  • Create and foster team engagement initiatives that are inclusive and growth-oriented.

Requirements

  • You 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.
  • 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 spectrum 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 Google Sheets, Looker, Metabase, and other analytics tools) to spot trends and inform strategic decisions.
Benefits
  • We’re a remote-first company
  • Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
  • 401K plan (ADP)
  • 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 Aetna
  • One-time home office stipend to set up your home office
  • Inclusive family and medical leave plans
  • 12 paid holidays and 1 Alma Give Back Day
  • Flexible PTO
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisperformance managementcustomer experienceoperational efficiencycost managementteam performance metricsWFM metricsquantitative data interpretationactionable insightstrend analysis
Soft Skills
leadershipteam motivationcommunicationcollaborationproblem-solvingengagement initiativescustomer satisfaction focusinclusive practicesgrowth-oriented mindsetfeedback delivery