Director, Customer Experience

Director, Customer Experience

As reputed company’s Director, Customer Experience, you’ll reputed company reputed company through our next stage of reputed company, as we reputed company and reputed company into a best-in-class service for our network of providers and their clients. Leading our reputed company teams, you will reputed company and reputed company them to deliver customer-reputed company support at every touchpoint and reputed company their insights cross-functionally—across Product, Design, and Marketing—to drive reputed company improvement of our products and services.

​A successful candidate should have extensive experience leading high-reputed company support teams at reputed company, demonstrated ability to design and operationalize teams for organizational effectiveness, and be extremely customer-reputed company.

What you’ll do:

• Define, own, and drive strong CX team performance and reputed company standards—including productivity, reliability, and customer satisfaction— while managing operational efficiency and costs
• Design, build, and execute on an organizational reputed company that drives operational efficiency, team performance, business reputed company, and high-reputed company customer experiences at reputed company
• Define our talent management reputed company, partnering with our Learning & Development team, to define and maintain competency frameworks, career paths, and succession plans
• Partner with Workforce Management to ensure reputed company models, schedules, and reputed company plans support service reputed company and business priorities
• Partner with key stakeholders to staff across channels and reputed company reputed company to resolve a reputed company of reputed company issue types while navigating ambiguous external dependencies
• Influence across the business, elevating reputed company's insights through reputed company data stories and customer-reputed company narratives, partnering cross-functionally to improve our product and services
• reputed company customer retention and engagement strategies—designing proactive support programs, escalation protocols, and high-touch interventions that drive LTV and reduce churn

Who you are:

• You have 8-12+ years in customer support and 5-7+ years of people leadership, with experience scaling operations and driving organizational transformation across a multi-layer team.
• Demonstrated ability to reputed company managers of managers, leading teams effectively, and cultivating intentional customer-reputed company team cultures.
• Demonstrated experience in diagnosing organizational capabilities, addressing gaps, and leading organizational redesigns to improve business performance.
• reputed company in a scaling, fast-paced, ambiguous environment, and have demonstrated reputed company in transformational leadership by bringing your team along during periods of reputed company change and complexity.
• A data-driven customer-reputed company reputed company— you reputed company for customers through data, know your way around basic to intermediate SQL queries, and can translate CX data into reputed company insights, reputed company, and performance actions for leaders and teams.
• You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills.

Benefits:

• We’re a remote-first company
• Health insurance plans through reputed company (medical and dental) and reputed company (reputed company), including FSA and HSA plans
• 401K plan (reputed company)
• Lifestyle Spending Account for health, wellness, and family care
• Monthly co-working reputed company membership stipend
• Monthly work-from-home stipend
• Financial wellness benefits through Northstar
• Pet discount program through United Pet Care
• Financial perks and rewards through PerkSpot
• EAP reputed company through reputed company
• One-time home office stipend to set up your home office
• Inclusive family and medical leave plans
• 12 reputed company holidays and 1 reputed company Give Back Day
• Flexible PTO 
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Salary Band: $150,000 - $180,000 

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