Customer Experience Director

Job Summary

A company in the healthcare industry is seeking a Director of Customer Experience.

Position Responsibilities:

• Lead and manage the support function on the Customer Experience team, including managing Customer Experience Managers, and a team of 60+ remote employees
• Partner with Customer Experience leadership to identify operational bottlenecks and trends, using data and analytics to prioritize work, design process changes, and optimize existing workflows for continued growth
• Collaborate cross-functionally to surface qualitative and quantitative trends to enable the broader Alma organization to deliver an exceptional experience to providers and clients

Required Qualifications:

• 6+ years of experience managing a multi-layer team (managing managers), including developing strong leaders underneath you, with a demonstrated commitment to equity and inclusion
• 8+ years of work experience in customer experience and customer success, ideally at a high-growth startup
• Strong analytical skills, with experience structuring data in Excel, leveraging BI tools (like Looker), and can break down complex issues into structured frameworks and actionable insights to rally stakeholders and your team to take action
• Comfortable with tech, often an early adopter, and have extensive experience with CRM tools. Experience with Zendesk and/or Salesforce is a huge plus
• Prior experience in healthcare, specifically mental health, is a plus, but not required