CX Program Manager

CX Program Manager

We’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.