Director, Customer Experience

the team to resolve a variety of complex issue types while navigating ambiguous external dependencies Influence across the business, elevating

the team's insights through clear data stories and customer-centric narratives, partnering cross-functionally to improve our product and services Lead 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 develop managers of managers, leading teams effectively, and cultivating intentional customer-centric team cultures. Demonstrated experience in diagnosing organizational capabilities, addressing gaps, and leading organizational redesigns to improve business performance. Thrive in a scaling, fast-paced, ambiguous environment, and have demonstrated success in transformational leadership by bringing your team along during periods of rapid change and complexity. A data-driven customer-centric mindset— you advocate for customers through data, know your way around basic to intermediate SQL queries, and can translate CX data into clear insights, decisions, 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 Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans 401K plan (ADP) Lifestyle Spending Account for health, wellness, and family care 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 PerkSpot EAP access through Aetna One-time home office stipend to set up your home office Inclusive family and medical leave plans 12 paid holidays and 1 Alma Give Back Day Flexible PTO Salary Band: $150,000 - $180,000 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. Create alert Apply for this job * indicates a required field Autofill with MyGreenhouse First Name * Last Name * Preferred First Name * Email * Phone Country * Phone * Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually 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 Street Address Line 1 * Please provide your Legal Address . Street Address Line 2 Apt/Unit # ( if applicable) City * State * Select... ZIP Code * Please use 5 digits. 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? * 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 appre ciate 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 (

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