Program Specialist, CX

Program Specialist, CX

As a Program Specialist on the Customer Experience team, you will play a vital role in our ability to deliver exceptional customer experiences. Working alongside stakeholders— Product, Engineering, Marketing, Business Intelligence— you will optimize the behind-the-scenes operations that enable Alma to deliver high-quality support at scale. Reporting to the Operations Program Manager, CX, you’ll be joining at a time when Alma’s Customer Experience team is on a journey to becoming best-in-class. 

What you’ll do:

• Own program execution and operational metrics for assigned initiatives, ensuring we meet our KPIs and OKRs.
• Drive continuous improvement of the CX Delivery team and the customer experience by analyzing operational data, identifying trends, and implementing process enhancements. You’ll be responsible for building and reporting on custom reports for initiatives and metrics you own. 
• Manage internal feedback loops and collaborate with cross-functional partners to optimize the customer experience across the customer journey— before, during, and after a customer reaches out to CX.
• Lead the development and maintenance of critical documentation, including SOPs, project briefs, and process guidelines.
• Act as a primary point of contact for specific CX programs, serving as the bridge between CX and stakeholders.
• Contribute to Alma’s Voice of Customer program, ensuring customer insights drive product and operational improvements.
• Manage launches and business incidents, including identifying and proposing effective processes, and packaging information for internal improvements.

Who you are:

• You have 2+ years of experience in operations, program/project management, or business operations, ideally within customer support or CX operations, at a fast-paced tech/startup environment.
• You have intermediate analytical skill-sets— you can confidently analyze data using BI tools (Looker, Tableau, Lightdash) and Excel— and can translate data insights into actionable recommendations. 
• You have experience managing cross-functional stakeholders across levels and can confidently provide feedback laterally, upward, and downward. 
• You thrive in complex and ambiguous environments where flexibility and ruthless prioritization are required to manage competing priorities.

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: $75,000 - $85,000 

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.