Director, CX Delivery (Alma)

About the role

As Alma's Director, Customer Experience, you'll lead our frontline team 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.

Requirements

• 8-12+ years in customer support
• 5-7+ years of people leadership including managing managers of managers
• SQL proficiency strongly preferred, hands-on with data/dashboards
• experience leading teams through organizational change, acquisitions, or transitions

What you'll do

• Lead frontline teams through channel expansion (chat and phone)
• Own CX team performance and quality standards (productivity, reliability, CSAT)
• Staff across channels and equip team to resolve complex issues
• Lead customer retention/engagement strategies and escalation protocols
• Build and maintain own dashboards/reporting
• Develop managers into effective leaders
• Define talent management strategy, competency frameworks, career paths

Where this was posted

• LinkedIn

  last seen 2mo ago
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