Director, CX Delivery (Alma)

Back to jobsDirector, CX Delivery (Alma)RemoteApplyOur mission: eliminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.Alma, a Spring Health Company, 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. Candidate Interview Guide  Director, Customer Experience 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. You will shape the frontline strategy — equipping and empowering them to deliver customer-centric support at every touchpoint, and elevating their insights cross-functionally across Product, Design, and Marketing to drive continuous improvement. A successful candidate has deep experience leading high-quality support teams at scale, has hands-on experience analyzing CX data, has a demonstrated ability to develop managers into effective leaders, and is extremely customer-focused. You thrive in a rapidly evolving environment and have experience building structure, nurturing culture, and talent within a growing team. Shape Functional Strategy & Operational Execution Partner with CX leadership on the channel expansion strategy, leading our frontline teams through chat and phone expansion, creating clear operational plans, defining team priorities, and creating robust change management plans. Own CX team performance and quality standards, including productivity, reliability, and customer satisfaction, while managing operational efficiency and costs. Partner with key stakeholders to staff across channels and equip the team to resolve complex issue types while navigating ambiguous external dependencies. Lead customer retention and engagement strategies — designing proactive support programs, escalation protocols, and high-touch interventions that drive LTV and reduce churn. Data Fluency & Operational Insight Build and maintain your own dashboards and reporting — this role operates without a dedicated BI team and requires direct, hands-on data fluency. Use workforce data, QA reviews, shadow sessions, and escalation analysis to identify performance issues, diagnose root causes, and drive operational improvements. Translate CX data into clear insights and customer-centric narratives that influence decisions across the business, partnering...