Director, CX Delivery (Alma)

About the role

Alma, a Spring Health Company, is seeking a Director, Customer Experience to lead our team through our next stage of growth. This role will scale and evolve our service to our network of providers and their clients.

Responsibilities

• Define, own, and drive strong CX team performance and quality standards—including productivity, reliability, and customer satisfaction—while managing operational efficiency and costs
• Design, build, and execute on an organizational strategy that drives operational efficiency, team performance, business outcomes, and high-quality customer experiences at scale
• Define our talent management strategy, partnering with our Learning & Development team, to define and maintain competency frameworks, career paths, and succession plans
• Partner with Workforce Management to ensure staffing models, schedules, and capacity plans support service levels and business priorities
• Partner with key stakeholders to staff across channels and equip the team to resolve a variety of complex issue types while navigating ambiguous external dependencies
• Influence across the business, elevating the team's insights through clear data stories and customer-centric narratives, partnering cross-functionally to improve our product and services
• Lead customer retention and engagement strategies—designing proactive support programs, escalation protocols, and high-touch interventions that drive LTV and reduce churn

Qualifications

• Extensive experience leading high-quality support teams at scale
• Demonstrated ability to develop managers of managers, leading teams effectively, and cultivating intentional customer-centric team cultures
• Demonstrated experience in diagnosing organizational capabilities, addressing gaps, and leading organizational redesigns to improve business performance
• Thrives in a scaling, fast-paced, ambiguous environment, and has demonstrated success in transformational leadership by bringing your team along during periods of rapid change and complexity
• Data-driven customer-centric mindset—advocates for customers through data, knows your way around basic to intermediate SQL queries, and can translate CX data into clear insights, decisions, and performance actions for leaders and teams
• Cultural humility, builds relationships across differences, and has excellent interpersonal communication skills

Benefits

• 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
• 12 paid holidays and 1 Alma Give Back Day
• Flexible PTO

Pay

$150,000 - $180,000

Schedule

Full-time