Customer Experience Manager

Confirmed live in the last 24 hours

Alma

Compensation

$96,000 - $105,000/year

Remote, Contiguous US

Remote

Posted April 16, 2026

Job Description

Alma 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 Alma’s 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 Inc’s Best Workplaces in 2022 and 2023.

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Candidate Interview Guide

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Customer Experience Manager

As a Customer Experience (CX) Manager at Alma, you will lead a team of associates and specialists 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 equip and empower them to deliver customer-centric support at every touchpoint, through complex product issues (particularly, insurance and billing related) and elevate their insights cross-functionally— across Product, Design, and Marketing—to drive continuous improvement of our products and services.

A successful candidate should have a demonstrated ability to lead teams through ambiguity in regulated, complex environments and be extremely customer-focused.

What you’ll do:

Lead, motivate, and enable strong team performance and quality standards—including productivity, reliability, and customer satisfaction— while supporting operational efficiency and cost targets.
Leverage customer and team performance data to identify actionable insights and improvement opportunities.
Partner with Customer Experience leadership to identify operational bottlenecks and trends.
Translate complex quantitative data (team performance metrics, WFM metrics, and customer trends, etc) to make impact-driven recommendations for improvement and optimization.
Collaborate with supporting CX Teams (P&C, Quality Assurance, Ops, etc) to surface qualitative and quantitative trends to enable the CX Delivery Team to provide an exceptional experience to providers and clients.
Define high standards of quality and equip and empower the team to deliver on those standards.
Create and foster team engage

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