Customer Experience Manager, Alma
$100-125k
Membership-based network for mental health care providers
Open for applications
Membership-based network for mental health care providers
501-1000 employees
Open for applications
$100-125k
501-1000 employees
Company mission
To simplify access to high-quality, affordable mental health care, by making it easy and financially rewarding for therapists to accept insurance and offer in-network care.
Role
Who you are
- You have 3-5 years of work experience in operations, customer experience, or customer success, at a startup or business that is operating at scale with live support channels
- You have 2-4 years of people management experience; managing a multi-layer team (managing managers, including managers with non-exempt direct reports), with an emphasis on developing leaders committed to equity and inclusion
- You have analytical skills, with experience structuring data in Excel to identify trends and surface valuable insights to move the team forward
- You have cultural humility, can build relationships across differences, and have excellent communication skills
- You are a highly organized team player with a customer-centric attitude
- You are passionate about our mission and the future of mental healthcare
What the job involves
- As a Customer Experience (CX) Manager at Alma, you’ll be responsible for leading a customer experience team that is on a journey to become best-in-class
- You will coach and support CX Team Leads and/or Success Specialists, collaborate with other CX Managers and the Senior Manager of the CX Delivery Team to develop systems and processes that support the team, and ensure an exceptional experience for Alma’s two primary audiences: providers looking to grow thriving private practices and people seeking high-quality, affordable care
- Internally, you will create an inclusive, equitable culture, empowering each individual on your team to do their best work
- Lead, motivate, and enable a team of CX Delivery Team Leads and/or Delivery Success Specialists, to deliver high-quality experiences and support and navigate ambiguity
- Partner with Customer Experience leadership to identify operational bottlenecks and trends, use data and analytics to identify areas of opportunity, and propose process changes to improve team quality and efficiency
- Collaborate with supporting CX Teams (Learning & Development, 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 engagement initiatives that are inclusive and growth-oriented
Our take
4 in 10 adults in the United States suffer from some form of anxiety or depression, but most go without appropriate support because of difficulties in accessing mental health care providers. Alma exists to meet a growing demand for mental health services by supporting providers in offering online care, and making it easy for people who need help to find qualified, in-network therapist who meets their needs.
There has been something of a boom in the virtual mental health space, and by encouraging online therapy Alma is competing against a plethora of well-funded apps aimed at self help and mental wellbeing offered at a far lower price than regular therapy. However, these are largely unregulated and their quality is often questionable. By prioritising vetted and professional therapists, Alma has provided a real alternative to in-person therapy and this has allowed it to grow rapidly, growing its network to over 8,000 therapists across all 50 states.
Alma's success has also attracted a large amount of funding. This is being used to further expand its network and to develop the tools offered to its providers. Having scaled rapidly through 2022 it is showing no signs of slowing down, and is well poised for future growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Aug 2022
$130m
SERIES D
Aug 2021
$50m
SERIES C
Total funding: $220.5m
Company benefits
- We’re a remote-first company
- Health insurance plans through Cigna (medical and dental) and MetLife (vision), including FSA & HSA plans
- 401k plan (Roth and traditional)
- Free Alma platform access
- Monthly therapy and wellness stipends
- Monthly co-working space membership stipend
- Monthly work-from-home stipend to power your wifi, lunches, coffee, etc
- Pet discount program through United Pet Care
- Financial perks and rewards through BenefitHub
- Free EAP access through LifeWorks
- One-time home office stipend to set up your home office
- Comprehensive parental leave plans
- 9 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
- Vacation and time-off benefits
Company values
- Embrace Change.
- Listen first.
- Build equity.
- Communicate honestly.
- Act like an owner.
Company HQ
Downtown Brooklyn, NY
Articles
Leadership
Harry Ritter
(CEO)Studied at Harvard and qualified as an MD at The University of Miami. Worked for a year as a Resident Physician before spending almost 2 years as a McKinsey Associate. Worked at Oscar Insurance as a Medical Director and VP of Care Delivery.
Diversity, Equity & Inclusion at Alma
Mary Balingit, she/her (Director of Diversity, Equity & Inclusion)
- Established a time-out policy, where employees can take time off + an additional mental health stipend in response to societal traumatic events
- Internal community conversations for connection and healing regarding current events mediated by an Alma provider and more
- 7 Employee Resource Groups (ERG’s): Women at Alma, (ADA) Alma Disability Association, (H)ola at Alma, Alma Pride+, Black @ Alma, Parents/Caregivers @ Alma, AlmAsian
- Bias in the workplace training for all employees
- Monthly cultural stipends to support underrepresented businesses
- Monthly Lunch & Learns moderated by Alma Diversity Committee members on various DEI topics
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