Director Customer Experience
Overview
Alma, a Spring Health Company, simplifies access to high-quality, affordable mental health care. Our mission is to make it easy and financially rewarding for therapists to offer in-network care.
Responsibilities
Partner with CX leadership on channel expansion strategy, leading frontline teams through chat and phone expansion, creating clear operational plans, defining team priorities, and creating robust change management plans.
Own CX team performance and quality standards, including productivity, reliability, and customer satisfaction, while managing operational efficiency and costs.
Partner with key stakeholders to staff across channels and equip the team to resolve complex issue types while navigating ambiguous external dependencies.
Lead customer retention and engagement strategies — designing proactive support programs, escalation protocols, and high-touch interventions that drive LTV and reduce churn.
Data Fluency & Operational Insight
Build and maintain your own dashboards and reporting — this role operates without a dedicated BI team and requires direct, hands-on data fluency.
Use workforce data, QA reviews, shadow sessions, and escalation analysis to identify performance issues, diagnose root causes, and drive operational improvements.
Translate CX data into clear insights and customer-centric narratives that influence decisions across the business, partnering cross-functionally with Product, Marketing, and Engineering.
People Leadership & Culture Building
Develop your managers into strong leaders by building their capabilities in strategic communication, their ability to influence without direct authority, and nurturing their effectiveness in performance management across levels.
Define our talent management strategy, partnering with Learning & Development to establish competency frameworks, career paths, and succession plans.
Build and sustain an intentional, customer-centric team culture during a period of organizational growth and change — stabilizing the team, establishing clear structure, and creating an environment where people do their best work.
Partner with Workforce Management to ensure staffing models, schedules, and capacity plans support service levels and business priorities.
Qualifications
8–12+ years in customer support, with 5–7+ years of people leadership, including multi-layer team experience (you have managed managers of managers).
Demonstrated ability to develop managers into effective leaders — you can speak specifically to how you build leadership capability, not just operational skill.
Hands-on with data: you build your own dashboards, own your metrics, and can translate CX data into business decisions. SQL proficiency strongly preferred.
You can set a strategic direction for a function and execute against that plan.
Experienced in leading teams through organizational change, acquisitions, or periods of significant transition — you know how to keep teams stable, focused, and performing during uncertainty.
Comfortable being close to the work: shadow sessions, QA reviews, workforce data, and escalations are part of how you lead, not beneath your role.
You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills.
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
Pay
$170,000 -190,000 plus bonus
Schedule
Remote-first
Contact
To apply, visit Spring Health's careers page.
Spring Health is committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply.
For more information about Spring Health's commitment to diversity, equity, and inclusion, please visit our values page.
Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements.