Job Application for CX Program Manager at Alma

New

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.

Website

Job Board

Values

Candidate Interview Guide

---

CX Program Manager

We’re looking for a mission-driven, proactive team member passionate about simplifying access to high-quality, affordable mental health care. As a Program Manager focused on Delivery Operations, you’ll directly support our Customer Experience (CX) Delivery team, driving operational excellence for 70-100 team members. Reporting to the Senior Manager of CX Operations, you’ll play a pivotal role in launching and optimizing tools, systems, and programs to enhance the customer, agent, and management experiences.

You will collaborate closely with Delivery leadership, Business Intelligence, Product & Engineering, People & Culture, and cross-functional stakeholders to implement strategic initiatives and ensure alignment across the organization.

What you’ll do:

Lead and manage the end-to-end implementation of new tools, systems, and processes aimed at improving operational efficiency, customer satisfaction, agent productivity, and performance management.
Build programmatic solutions to influence and drive metrics such as: customer satisfaction (CSAT), solves per hour (SPH), first-contact resolution (FCR), one-touch resolution (OTR), agent productivity, adoption rates for new tools, and internal user experience feedback.
Establish robust project management frameworks, timelines, and governance processes to ensure timely launches and seamless integration of new systems and tools into the Delivery organization.
Partner closely with Delivery teams and stakeholders across VOC, BI, and People & Culture to gather requirements, identify opportunities, mitigate risks, and drive continuous improvement.
Provide operational insights, reporting, and analysis to track the impact of implemented programs and recommend ongoing optimizations.
Facilitate clear and effective communication around program launches, status updates, training, and documentation to ensure smooth transitions and high adoption rates.

Who you are:

You have 4-6 years of experience in operations, program/project management, or business operations, within customer support or CX operations, ideally at a fast-paced tech/startup environment, and 2+ years of direct people management experience.
You have a proven track record managing complex, cross-functional projects, particularly around the launch and optimization of operational tools and systems.
You posess strong analytical skills, with the ability to translate data into clear insights, actionable strategies, and measurable outcomes.
You have demonstrated experience in stakeholder management, and are able to effectively communicate and build alignment across multiple teams and levels within an organization.
Highly organized with exceptional attention to detail and project management discipline.
Passionate about Alma’s mission, and committed to fostering Diversity, Equity, and Inclusion (DE&I).

Benefits:

We’re a remote-first company
Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
401K plan (ADP)
Monthly therapy and wellness stipends
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 BenefitHub
EAP access through Aetna
One-time home office stipend to set up your home office
Comprehensive parental leave plans
12 paid holidays and 1 Alma Give Back Day
Flexible PTO

Salary Band: $100,000 - $125,000

All Alma jobs are listed on our careers page. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address.

Learn more about how Alma handles applicant data by reading Alma's Applicant Privacy Notice.

Create a Job Alert

Interested in building your career at Alma? Get future opportunities sent straight to your email.

First Name

Last Name

Phone

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

To ensure compliance with Alma’s Employment of Relatives Policy, if one of your family members/relatives or someone you are living with currently works at Alma, please include their name(s) here (type N/A if not applicable): _______________.

Website

Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?

Select...

Why are you interested in this role at Alma?

Do you have experience managing a team directly?

Select...

Diversity, Equity and Inclusion at Alma

At Alma, we work hard to bring together people from a vast set of backgrounds and identities. We aspire to champion diversity, amplify inclusive cultures and build equitably.

Submitting the below information is optional and your answers will not be attached to your applicant profile. All answers are compiled into an anonymous dataset and will only be seen from a macro point of view to help us inform our Diversity, Equity & Inclusion (DEI) strategy and efforts. This information will not be used as selection criteria nor will it be used as any basis in connection with any decisions regarding your candidacy. We take our DEI efforts seriously, and we would greatly appreciate your participation. Of course, you are welcome to opt out of submitting this information and there will be no consequences for your decision not to share this information.

Glossary of terms

Gender is personal (how we see ourselves), while sexual orientation is interpersonal (who we are physically, emotionally and/or romantically attracted to).
Race refers to the concept of dividing people into groups on the basis of various sets of physical characteristics and the process of ascribing social meaning to those groups. In this demographic survey, race is self-identified. Race differs from ethnicity in that commonalities such as national origin, tribal heritage, religion, language, and culture can describe someone’s ethnicity. People of any race may be of any ethnic origin. [1] [2] [3]
Nationality refers to the status of belonging to a particular nation, whether by birth or naturalization. It describes a legal relationship between an individual person and a political state. E.g.: American, Canadian. [1]
Two-Spirit is a modern pan-Native American umbrella term. Indigenous individuals may use the term Two-Spirit to reclaim traditions related to gender identity, gender expression, sexual orientation, spiritual identity, and/or traditional roles. [1] [2]

Gender (mark all that apply)

Select...

Sexual Orientation (mark all that apply)

Select...

Race (mark all that apply)

Select...

Are you of Hispanic, Latino/a/x, or of Spanish origin? (mark all that apply)

Select...

Disability Status (mark all that apply)

Select...

Veteran Status

Select...

CX Program Manager

Apply for this job

Diversity, Equity and Inclusion at Alma