Director, CX Delivery (Alma)

Alma, a Spring Health Company, is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. When a provider joins Alma, they gain access to a suite of tools that not only help them better run their business, but also grow it sustainably and develop as a provider. Alma is available in all 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse Almas free directory. Alma has raised $220.5M in funding from Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, Cigna Ventures, and Rainfall Ventures. Alma was also named one of Incs Best Workplaces in 2022 and 2023.

Candidate Interview Guide

Director, Customer Experience

As Almas Director, Customer Experience, youll lead our frontline team through our next stage of growth as we scale and evolve into a best-in-class service for our network of providers and their clients. You will shape the frontline strategy equipping and empowering them to deliver customer-centric support at every touchpoint, and elevating their insights cross-functionally across Product, Design, and Marketing to drive continuous improvement.

A successful candidate has deep experience leading high-quality support teams at scale, has hands-on experience analyzing CX data, has a demonstrated ability to develop managers into effective leaders, and is extremely customer-focused. You thrive in a rapidly evolving environment and have experience building structure, nurturing culture, and talent within a growing team.

Shape Functional Strategy & Operational Execution

• Partner with CX leadership on the channel expansion strategy, leading our 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.
• Comfort with Excel and/or SQL is strongly preferred you know your way around data and can build the reporting you need to lead effectively.

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.

Who You Are

• 812+ years in customer support, with 57+ 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:

• Were 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

Salary Band: $170,000 -190,000 plus bonus