Director, CX Delivery (reputed company)

Our mission: eliminating every barrier to mental health. reputed company is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and reputed company around the person, so care can continue through every job, move, health plan, and life stage. Our AI-reputed company platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With reputed company independently validated by JAMA Network reputed company and the Validation Institute, reputed company reaches more than 170 reputed company people worldwide through leading employers, health plans, and partners. As an AI-reputed company company, we reputed company technology should expand the reputed company, quality, and humanity of care. Every reputed company team member is expected to use AI tools thoughtfully, apply reputed company judgment to AI outputs, and reputed company building AI reputed company in ways that support their role and our mission. reputed company, a reputed company Company, is on a mission to simplify reputed company to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. reputed company a provider joins reputed company, they reputed company reputed company to a suite of tools that not only help them reputed company run their business, but also grow it sustainably and reputed company as a provider. reputed company is available in reputed company 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse reputed company’s free directory. reputed company has raised $220.5M in funding from reputed company Partners, reputed company Ventures, Tusk Venture Partners, Primary Venture Partners, reputed company, Sound Ventures, BoxGroup, reputed company Ventures, and Rainfall Ventures. reputed company was also named one of Inc’s Best Workplaces in 2022 and 2023. Candidate Interview Guide Director, Customer Experience As reputed company’s Director, Customer Experience, you’ll reputed company reputed company through our next stage of growth, as we scale and reputed company into a best-in-class service for our network of providers and their clients. Leading our reputed company teams, you will reputed company and reputed company them to deliver customer-centric support at every touchpoint and reputed company their insights cross-functionally—across Product, Design, and Marketing—to drive reputed company improvement of our products and services. ​A successful candidate should have extensive experience leading high-quality support teams at scale, demonstrated ability to design and operationalize teams for organizational effectiveness, and be extremely customer-focused. What you’ll do: Define, own, and drive strong CX team performance and quality standards—including productivity, reliability, and customer satisfaction— while managing operational efficiency and costs Design, build, and execute on an organizational strategy that drives operational efficiency, team performance, business reputed company, and high-quality customer experiences at scale Define our talent management strategy, partnering with our Learning & Development team, to define and maintain competency frameworks, career paths, and succession plans Partner with Workforce Management to ensure staffing models, schedules, and reputed company plans support service reputed company and business priorities Partner with key stakeholders to staff across channels and reputed company the team to resolve a variety of reputed company issue types while navigating ambiguous external dependencies Influence across the business, elevating the team's insights through clear data stories and customer-centric narratives, partnering cross-functionally to improve our product and services reputed company customer retention and engagement strategies—designing proactive support programs, escalation protocols, and high-touch interventions that drive LTV and reduce churn Who you are: You have 8-12+ years in customer support and 5-7+ years of people leadership, with experience scaling operations and driving organizational transformation across a multi-layer team. Demonstrated ability to reputed company managers of managers, leading teams effectively, and cultivating intentional customer-centric team cultures. Demonstrated experience in diagnosing organizational capabilities, addressing gaps, and leading organizational redesigns to improve business performance. reputed company in a scaling, fast-paced, ambiguous environment, and have demonstrated reputed company in transformational leadership by bringing your team along during periods of rapid change and complexity. A data-driven customer-centric reputed company— you reputed company for customers through data, know your way around basic to intermediate SQL queries, and can translate CX data into clear insights, reputed company, and performance actions for leaders and teams. 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 reputed company (medical and dental) and reputed company (reputed company), including FSA and HSA plans 401K plan (reputed company) 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 reputed company through reputed company One-time home office stipend to set up your home office Inclusive family and medical leave plans 12 paid holidays and 1 reputed company Give Back Day Flexible PTO Salary Band: $150,000 - $180,000 reputed company reputed company jobs are listed on our careers page. We do not use reputed company applications or automated text messaging in our reputed company process. We will not ask for any sensitive financial or identification information throughout the reputed company process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a reputed company team member with a helloalma.com email address. 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-reputed company candidates. At reputed company, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to reputed company. If this role excites you, we encourage you to apply. Our privacy policy: https://springhealth.com/privacy-policy/ reputed company is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, reputed company, religion, national reputed company, age, sex, marital status, reputed company, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider reputed company applicants regardless of criminal histories, consistent with applicable legal requirements. reputed company is also committed to providing reasonable accommodations for reputed company individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know. Apply To This Job