Director, CX Delivery

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 cross-functionally with Product, Marketing, and Engineering. Comfort with Excel and/or SQL is strongly preferred — you know your way around data and can build the reporting you need to lead effectively. People Leadership & Culture Building Develop your managers into strong leaders by building their capabilities in strategic communication, their ability to influence without direct authority, and nurturing their effectiveness in performance management across levels. Define our talent management strategy, partnering with Learning & Development to establish competency frameworks, career paths, and succession plans. Build and sustain an intentional, customer-centric team culture during a period of organizational growth and change — stabilizing the team, establishing clear structure, and creating an environment where people do their best work. Partner with Workforce Management to ensure staffing models, schedules, and capacity plans support service levels and business priorities. Who You Are 8–12+ years in customer support, with 5–7+ years of people leadership, including multi-layer team experience (you have managed managers of managers). Demonstrated ability to develop managers into effective leaders — you can speak specifically to how you build leadership capability, not just operational skill. Hands-on with data: you build your own dashboards, own your metrics, and can translate CX data into business decisions. SQL proficiency strongly preferred. You can set a strategic direction for a function and execute against that plan. Experienced in leading teams through organizational change, acquisitions, or periods of significant transition — you know how to keep teams stable, focused, and performing during uncertainty. Comfortable being close to the work: shadow sessions, QA reviews, workforce data, and escalations are part of how you lead, not beneath your role. 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: $170,000 -190,000 plus bonus Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply. Our privacy policy: https://springhealth.com/privacy-policy/ Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.