Senior Project Manager, Customer Experience

As a Senior Project Manager, CX, at Alma, you'll be responsible for the strategic initiatives that inspire our customers and equip and empower our internal teams. You will work cross-functionally with Product, Engineering, Data, Community— and especially our Operations department, the engine behind our core offering— to drive operational efficiency, eliminate pain points, and deliver innovative solutions. We are looking for someone strategic, efficient, and empathetic.

Our CX function is like no other— insurance, especially mental health benefits, is complex. Building the systems and tools to deliver a quality experience will require sharp project management skill sets, a curious mind, and high cultural competency. Our Customer Experience team is committed to helping our members provide quality care and supporting those seeking care to be equipped and empowered with the information they need to navigate their mental health benefits.

In this role, you'll be instrumental in Alma’s ability to make it easy to find high-quality, affordable mental health care.

What you’ll do:

• Serve as the project manager for CX strategic initiatives, owning planning and tracking all briefed deliverables, proactively identifying & defining contingency plans when projects are at risk
• Own CX-tooling, designing, documenting, and optimizing to make the most of our tech-stack
• Collaborate with Business Intelligence team to analyze and measure the operational impact of our tools, processes, and product launches on CX KPIs (e.g. contact rate, first-response time, CES) and work cross-functionally to identify areas of improvement— continually track and report on improvements overtime and report outcomes to stakeholders across the business
• Support forecasting and planning; monitor, track, analyze results and provide insights to understand trends and identify process improvement opportunities
• Oversee CX-adherence to schedule and make changes as needed; collaborate with the CX leadership team to deliver productivity improvements
• Ensure a robust foundational framework for CX and customer feedback data so that we’re measuring what matters most
• Build on quantitative data with qualitative data to report on contact driver trends and other customer experience insights

Who you are:

• 5+ years of relevant project management experience working directly with CX, product, engineering, and operational teams
• You’re a self-starter with a strong understanding of project management processes and practices
• Extensive understanding and experience with CRM tools and CX metrics and processes; Zendesk experience is a-must.
• You have experience managing vendors and negotiating contracts
• Experience with BI tools, Looker required; you must be able to create looks from scratch and build dashboards
• Intermediate analytics experience with advanced Excel skill sets, inclusive of fluency with advanced pivot tables, queries, and foundational functions like VLOOKUP and INDEX MATCH
• Extensive experience with project management tools (Asana preferred but not required), building out project management templates and cross-functional workflows within tools
• 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 Cigna (medical and dental) and MetLife (vision), including FSA & HSA plans
• 401k plan (Roth and traditional)
• Free Alma platform access
• Monthly therapy and wellness stipends
• Monthly co-working space membership stipend
• Monthly work-from-home stipend to power your wifi, lunches, coffee, etc
• Pet discount program through United Pet Care
• Financial perks and rewards through BenefitHub
• Free EAP access through LifeWorks
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans
• 9 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
• Unlimited PTO

Salary Band: $125,000 - $155,000

Alma’s compensation philosophy is driven by our company value of building equity. To best ensure pay equity, we typically bring in new hires near the middle of our listed salary bands and we do not negotiate our compensation (i.e. all people hired at the same level & role are brought in at the same salary, equity, and benefits). The recruiter you work with can provide more details on our philosophy.

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.