
CX Program Manager
1 semana atrás
Overview
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 ManagerWe’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'sApplicant Privacy Notice .
#J-18808-Ljbffr-
Program manager
3 semanas atrás
Região Geográfica Intermediária de São Paulo, Brasil Element Technologies Inc Tempo inteiroOverview We are seeking an experienced Data & Analytics program manager with a strong background in Data and Analytics using SAP to lead complex transformation initiatives across LATAM operations. The ideal candidate will have a deep understanding of SAP ECC, S/4HANA, SAP BW, and experience managing Data & Analytics programs on Google Cloud Platform (GCP) ....
-
External Fulfillment Program Manager
4 semanas atrás
Região Geográfica Intermediária de São Paulo, Brasil Amazon Tempo inteiroJoin to apply for the External Fulfillment Program Manager role at Amazon 2 weeks ago Be among the first 25 applicants Join to apply for the External Fulfillment Program Manager role at Amazon DescriptionWe're on the lookout for the curious, those who think big and want to define the world of tomorrow. At Amazon, you will grow into the high impact,...
-
Program Manager, Latam 3P
4 semanas atrás
Região Geográfica Intermediária de São Paulo, Brasil Amazon Tempo inteiroJoin to apply for the Program Manager, Latam 3P role at Amazon Join to apply for the Program Manager, Latam 3P role at Amazon Get AI-powered advice on this job and more exclusive features. DescriptionAt Amazon, we're working to be the most Customer-centric company on earth, so we are constantly looking for ways to improve delivery experience. Our goal is...
-
Program Manager, Sustainability
4 semanas atrás
Região Geográfica Intermediária de São Paulo, Brasil Amazon Tempo inteiroJoin to apply for the Program Manager, Sustainability role at Amazon Continue with Google Continue with Google Join to apply for the Program Manager, Sustainability role at Amazon DescriptionAmazon is looking for a Program Manager to drive customer solutions on Sustainable Shopping through growth of Amazon's sustainability programs and innovative local...
-
External Fulfillment Program Manager
2 semanas atrás
Região Geográfica Intermediária de São Paulo, Brasil Amazon Tempo inteiroJoin to apply for the External Fulfillment Program Manager role at Amazon 2 weeks ago Be among the first 25 applicants Join to apply for the External Fulfillment Program Manager role at Amazon DescriptionWe’re on the lookout for the curious, those who think big and want to define the world of tomorrow. At Amazon, you will grow into the high impact,...
-
Program Manager, Latam 3P
2 semanas atrás
Região Geográfica Intermediária de São Paulo, Brasil Amazon Tempo inteiroJoin to apply for the Program Manager, Latam 3P role at Amazon Join to apply for the Program Manager, Latam 3P role at Amazon Get AI-powered advice on this job and more exclusive features. DescriptionAt Amazon, we're working to be the most Customer-centric company on earth, so we are constantly looking for ways to improve delivery experience. Our goal is...
-
Sr. Program Manager, Payment Products Brazil
4 semanas atrás
Região Geográfica Intermediária de São Paulo, Brasil Amazon Tempo inteiroJoin to apply for the Sr. Program Manager, Amazon Payment Products Brazil role at Amazon Join to apply for the Sr. Program Manager, Amazon Payment Products Brazil role at Amazon DescriptionAmazon is known across the globe as the most trusted company on the Internet. We are committed to delivering an exceptional customer experience. DescriptionAmazon is...
-
Sr. Program Manager, Amazon Payment Products Brazil
2 semanas atrás
Região Geográfica Intermediária de São Paulo, Brasil Amazon Tempo inteiroJoin to apply for the Sr. Program Manager, Amazon Payment Products Brazil role at Amazon Join to apply for the Sr. Program Manager, Amazon Payment Products Brazil role at Amazon DescriptionAmazon is known across the globe as the most trusted company on the Internet. We are committed to delivering an exceptional customer experience. DescriptionAmazon is...
-
Sr. Program Manager, Amazon Payment Products Brazil
2 semanas atrás
Região Geográfica Intermediária de São Paulo, Brasil Amazon Tempo inteiroJoin to apply for the Sr. Program Manager, Amazon Payment Products Brazil role at Amazon Join to apply for the Sr. Program Manager, Amazon Payment Products Brazil role at Amazon Description Amazon is known across the globe as the most trusted company on the Internet. We are committed to delivering an exceptional customer experience. Description Amazon is...
-
Program Manager
3 semanas atrás
São Paulo, São Paulo, Brasil Amzn Servicos de Varejo do Bra Tempo inteiro2+ years of program or project management experienceWe are looking for a highly motivated Program Manager (M/F/d) to join our team in Sao Paulo. You will be part of our International Product Team that owns the customer experience in our vast number of Amazon Music supported countries around the world. You will help us improve the day-to-day experience of our...