About the job
alma is seeking a Customer Experience Manager to shape and improve the customer journey across all touchpoints. This fully remote position is open to candidates based in the contiguous US.
What You Will Do
- Advocate for customers by identifying their needs and working to ensure a positive experience with alma's services.
- Lead projects to collect and analyze customer feedback, using insights to drive improvements in satisfaction and loyalty.
- Develop and deliver training programs for staff to strengthen customer service skills and consistency.
- Refine and optimize customer service processes for greater efficiency and effectiveness.
- Work closely with teams across the company to introduce new ideas and enhance alma's offerings.
What We Look For
- Strong commitment to customer success and a drive to improve experiences.
- Experience leading initiatives that gather and act on customer feedback.
- Ability to design and implement staff training programs.
- Comfort collaborating with different teams to solve problems and drive innovation.
- Creative thinking and a willingness to bring new ideas forward.
