Director, Customer Experience
A
AlmaMental Health
Remote, Contiguous USFull-TimeDirector
Salary150,000 - 180,000 USD per year
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Job Details
- Experience
- 8-12+ years in customer support and 5-7+ years of people leadership
- Required Skills
- SQLData AnalysisCross-functional Team LeadershipCustomer supportChange Management
Requirements
- 8-12+ years in customer support experience
- 5-7+ years of people leadership experience
- Experience scaling operations and driving organizational transformation across a multi-layer team
- Demonstrated ability to develop managers of managers
- Experience in diagnosing organizational capabilities, addressing gaps, and leading organizational redesigns
- Success in transformational leadership in fast-paced, ambiguous environments
- Proficiency in basic to intermediate SQL queries
- Data-driven, customer-centric mindset
- Cultural humility and excellent interpersonal communication skills
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
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