Senior Project Manager, Customer Experience at Alma | Torre
Senior Project Manager, Customer Experience
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Alma

Senior Project Manager, Customer Experience

Alma
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Full-time
Compensation
USD125k - 155k/year
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Remote (anywhere)
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Posted almost 3 years ago

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Alma is on a mission to simplify access to high-quality, affordable mental health care. They have raised $220.5M in funding from various partners and was named one of Inc’s Best Workplaces in 2022. They are available in all 50 states, with over 11,000 therapists in their growing network. 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 various departments to drive operational efficiency, eliminate pain points, and deliver innovative solutions. Responsibilities: - 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 - 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
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