CX Program Manager

@ Alma

About Alma

Alma is on a mission to simplify access to high-quality, affordable mental health care. They empower therapists by providing a suite of tools to run and grow their practices, and maintain a large network spanning all 50 states. Alma is backed by top investors and recognized as one of Inc’s Best Workplaces in 2022 and 2023.

Role Overview: CX Program Manager

As a CX Program Manager focused on Delivery Operations, you will support the CX Delivery team of 70-100 members by driving operational excellence and optimizing tools, systems, and programs across the organization.

Key Responsibilities

• Lead end-to-end implementation of new tools, systems, and processes.
• Develop programmatic solutions to drive metrics like CSAT, SPH, FCR, and adoption rates.
• Establish project management frameworks and governance processes.
• Partner with Delivery, VOC, BI, and People & Culture teams for continuous improvement.
• Provide operational insights through reporting and analysis.
• Communicate program launches, updates, training, and documentation effectively.

Who You Are

You have 4-6 years of operations, program/project management, or business operations experience, including 2+ years in people management, ideally in a fast-paced tech startup environment. You possess strong analytical skills, proven stakeholder management, exceptional organization, and passion for Alma’s mission and DE&I values.

Benefits

• Remote-first work culture
• Health insurance via Aetna and MetLife
• 401K plan via ADP
• Monthly therapy, co-working, and work-from-home stipends
• Financial wellness benefits
• Parental leave and paid holidays
• Other employee perks and recognition programs

Salary Band

$100,000 - $125,000 annually

Key skills/competency

• Operations
• Program Management
• Customer Experience
• Project Management
• Analytical Skills
• Stakeholder Management
• Process Optimization
• Cross-functional Collaboration
• Tool Implementation
• Data Analysis