Director, CX Delivery (Alma)

Location: Remote

Salary: $170,000–$190,000 annually plus bonus

Company

hirify.global is a global mental health company whose AI-native platform provides personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. Alma, a hirify.global company, helps therapists provide affordable, in-network mental health care through business tools and a provider directory.

What you will do

• Lead frontline customer experience teams through growth, channel expansion, and operational change.
• Define operational plans, team priorities, quality standards, productivity targets, reliability measures, and customer satisfaction goals.
• Build proactive support, escalation, retention, and engagement programs for providers and their clients.
• Create dashboards and reporting independently, using workforce data, QA reviews, shadow sessions, and escalation analysis to identify root causes and improvements.
• Translate CX data into customer-centric insights that influence Product, Design, Marketing, and Engineering decisions.
• Develop managers into effective leaders and establish talent frameworks, career paths, succession plans, staffing models, and capacity plans.

Requirements

• 8–12+ years of experience in customer support, including 5–7+ years of people leadership.
• Experience leading multi-layer teams and managing managers of managers.
• Demonstrated ability to develop managers into effective leaders and drive performance management across levels.
• Hands-on data fluency, including building dashboards, owning metrics, and translating CX data into business decisions; SQL proficiency is strongly preferred.
• Experience setting functional strategy, executing operational plans, and leading teams through organizational change, acquisitions, or significant transitions.
• Excellent interpersonal communication skills, cultural humility, and the ability to build relationships across differences.

Culture & Benefits

• Remote-first work environment with coworking space, work-from-home, and home-office stipends.
• Medical and dental insurance through Aetna, vision insurance through MetLife, and FSA and HSA plans.
• 401(k) plan, financial wellness benefits, lifestyle spending account, and employee assistance program.
• Inclusive family and medical leave, 12 paid holidays, one Alma Give Back Day, and flexible PTO.
• Additional pet care discounts and financial perks through partner programs.