Customer Experience Manager 

As a Customer Experience (CX) Manager at Alma, you will lead a team of associates and specialists through our next stage of growth, as we scale and evolve into a best-in-class service for our network of providers and their clients. You will equip and empower them to deliver customer-centric support at every touchpoint, through complex product issues (particularly, insurance and billing related) and elevate their insights cross-functionally— across Product, Design, and Marketing—to drive continuous improvement of our products and services.

​A successful candidate should have a demonstrated ability to lead teams through ambiguity in regulated, complex environments and be extremely customer-focused.

What you’ll do:

• Lead, motivate, and enable strong team performance and quality standards—including productivity, reliability, and customer satisfaction— while supporting operational efficiency and cost targets.
• Leverage customer and team performance data to identify actionable insights and improvement opportunities.
• Partner with Customer Experience leadership to identify operational bottlenecks and trends.
• Translate complex quantitative data (team performance metrics, WFM metrics, and customer trends, etc) to make impact-driven recommendations for improvement and optimization.
• Collaborate with supporting CX Teams (P&C, Quality Assurance, Ops, etc) to surface qualitative and quantitative trends to enable the CX Delivery Team to provide an exceptional experience to providers and clients.
• Define high standards of quality and equip and empower the team to deliver on those standards.
• Create and foster team engagement initiatives that are inclusive and growth-oriented.

Who you are:

• You have 3-5 years of work experience in operations, customer experience, or customer success, at a startup or business that is operating at scale with live support channels.
• You have 2-4 years of people management experience, managing teams of 15+ compromised of non-exempt and exempt direct reports. You have experience navigating the full spectrum of performance management — from setting clear expectations and delivering ongoing feedback to supporting employees through formal improvement processes and difficult conversations.
• You are data-driven, with experience in structuring and interpreting data (using tools like Google Sheets, Looker, Metabase, and other analytics tools) to spot trends and inform strategic decisions.

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)
• 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 access through Aetna
• One-time home office stipend to set up your home office
• Inclusive family and medical leave plans
• 12 paid holidays and 1 Alma Give Back Day
• Flexible PTO

Salary Band: $100,000 - $130,000

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.

Credentialing Specialist

Position Summary

We are looking for a detail-oriented Credentialing Specialist to own the end-to-end execution of our provider credentialing lifecycle. Reporting to the Credentialing Manager, you will be the engine behind our provider network’s compliance, ensuring that every clinician on our platform meets NCQA, state, and federal standards. You will manage the relationship with our Credentials Verification Organization (CVO), resolve complex enrollment bottlenecks, and ensure our data integrity remains high to prevent RCM claim denials.

What You'll Do

1. End-to-End Credentialing Execution

• Pipeline Management: Manage the full credentialing and re-credentialing cycle for providers across delegated and non-delegated payer arrangements.
• Primary Source Verification: Ensure all provider files (Licensure, DEA, Board Certs, Malpractice) are verified and maintained in accordance with NCQA standards.
• CAQH & System Maintenance: Serve as the internal expert on CAQH ProView; ensure provider profiles are accurate, attested, and synchronized with internal databases.
• CVO Partnership: Act as the primary day-to-day contact for our CVO partners, monitoring their SLAs and auditing their work for accuracy before committee review.

2. Monitoring & Compliance Maintenance

• Expirables Management: Proactively track and manage upcoming expirations for licenses and certifications to prevent provider "dark time" or insurance department.
• Ongoing Monitoring: Execute monthly checks against OIG, SAM, and Medi-Cal/Medicaid sanction lists; investigate and document any "flags" for Manager review.
• Committee Support: Prepare high-quality credentialing packets and summary reports for the Credentialing Committee to ensure efficient decision-making..

3. RCM Collaboration & Process Improvement

• Denial Resolution: Partner with the Revenue Cycle Management (RCM) team to troubleshoot claim denials linked to credentialing or enrollment errors.
• Workflow Optimization: Identify repetitive manual tasks within the credentialing funnel and suggest automation or process shifts to increase "speed to lead" for new providers.

Who You Are

• The "Execution Expert": You have a "no stone left unturned" approach to data. You enjoy the puzzle of matching payer requirements with provider documentation.
• Communication Focused: You can translate complex "credentialing-speak" into simple instructions for providers and internal stakeholders.
• Tech Savvy: You are comfortable navigating Credentialing Software, Zendesk, or Salesforce and can quickly learn new internal tools.
• Autonomous: As a Level 3, you don't need a playbook for every scenario; you can research state-specific regulations and propose a path forward.

Qualifications

• Experience: 4+ years of hands-on healthcare credentialing experience, including directly managing processes end-to-end (Behavioral Health experience is a major plus).
• Regulatory Knowledge: Solid understanding of NCQA standards and the primary source verification process.
• Systems: Proficiency with CAQH and experience working with a CVO.
• Education: Bachelor’s degree preferred, or equivalent years of specialized experience.
• Certification (Preferred): CPCS (Certified Provider Credentialing Specialist).

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)
• 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 access through Aetna
• One-time home office stipend to set up your home office
• Inclusive family and medical leave plans
• 12 paid holidays and 1 Alma Give Back Day
• Flexible PTO 

Salary Band: $70,000 - $90,000

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.

Director, Customer Experience

As Alma’s Director, Customer Experience, you’ll lead our team through our next stage of growth, as we scale and evolve into a best-in-class service for our network of providers and their clients. Leading our frontline teams, you will equip and empower them to deliver customer-centric support at every touchpoint and elevate their insights cross-functionally—across Product, Design, and Marketing—to drive continuous 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 outcomes, 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 capacity plans support service levels and business priorities
• Partner with key stakeholders to staff across channels and equip the team to resolve a variety of complex 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
• Lead 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 develop 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.
• Thrive in a scaling, fast-paced, ambiguous environment, and have demonstrated success in transformational leadership by bringing your team along during periods of rapid change and complexity.
• A data-driven customer-centric mindset— you advocate for customers through data, know your way around basic to intermediate SQL queries, and can translate CX data into clear insights, decisions, 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 Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
• 401K plan (ADP)
• 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 access through Aetna
• One-time home office stipend to set up your home office
• Inclusive family and medical leave plans
• 12 paid holidays and 1 Alma Give Back Day
• Flexible PTO 

Salary Band: $150,000 - $180,000 

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.

Senior Data Scientist II

The Data Science team is integral to Alma's mission, utilizing data to inform business strategy and drive product innovations. We are seeking a Senior Data Scientist II in the Client Experience domain, focusing on helping clients connect with the right providers. You will leverage your expertise in analytics, experimentation, and AI/ML to address complex challenges including conversion funnel optimization, search ranking, and client-provider matching. As the lead data scientist in this domain, you will own the execution of key strategic initiatives and mentor other data scientists on the team. This is a highly cross-functional position, requiring close collaboration with Product, Engineering, and Marketing stakeholders to define the strategy and roadmap for the Client Experience domain.

What you’ll do:

• Define Data Science strategy and priorities in the Client Experience domain
• Generate product insights through statistical and causal analysis
• Design, execute, and analyze A/B testing experiments to validate product hypotheses
• Develop AI/ML applications to enhance client experience
• Proactively identify opportunities to improve client conversion and marketing efficiency 
• Define metrics and OKRs that align team output to company goals
• Advise senior leadership on key strategic decisions
• Communicate technical insights effectively to influence decision-making
• Champion a data-driven decision culture
• Mentor junior data scientists

Who you are:

• You have 4-8 years of experience as a data scientist or product analyst supporting product development.
• You have a Master’s degree in a relevant quantitative field (e.g. data science, statistics, economics, operations research) or equivalent in industry experience
• You are an expert in SQL.
• You are proficient in either Python or R for data analysis.
• You have extensive experience applying statistical analysis (e.g. hypothesis testing and regression analysis) to draw trustworthy conclusions from data.
• You are experienced in designing and analyzing A/B testing experiments.
• You have developed and deployed AI/ML applications that led to measurable business impact.
• You have a proven track record of driving cross-functional initiatives from end to end and delivering significant impact.
• You can turn ambiguous business problems into clearly defined data science solutions.
• You thrive in a cross-functional environment and are comfortable managing a diverse group of stakeholders.
• You are an effective communicator - you drive consensus and influence others to take action by communicating your analytical insights convincingly, and can produce executive-ready documents and presentations.
• You are results-driven and passionate about building great products, with a proven track record of taking projects from inception to launch.

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)
• 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 access through Aetna
• One-time home office stipend to set up your home office
• Inclusive family and medical leave plans
• 12 paid holidays and 1 Alma Give Back Day
• Flexible PTO 

Salary Band: $190,000 - $210,000

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.

Senior Data Scientist I, Analytics

The Data Science team helps Alma achieve its mission by leveraging data to inform business strategy and drive product innovations. We are looking for a Senior Data Scientist to join the Client Experience team to make searching for the right therapist a seamless experience. In this role, you will apply your expertise in analytics and experimentation to solve challenging problems including conversion funnel optimization, search ranking, and client-provider matching. You will collaborate with a diverse cross-functional team of product managers, software engineers, and designers to define and execute on the Client Experience product roadmap. 

What you’ll do:

• Generate insights through deep-dive analysis to inform strategy and prioritization
• Define metrics and create dashboards to measure product performance
• Design, execute, and analyze A/B testing experiments to validate product hypotheses 
• Collaborate with product, engineering, and marketing stakeholders to define the product roadmap
• Identify opportunities and initiate new data science projects that drive company OKRs
• Communicate technical insights effectively to influence decision-making

Who you are:

• You have 2-4+ years of experience as a data scientist supporting product development
• You have a Master’s degree in a relevant quantitative field (e.g., data science, computer science, statistics, economics) or equivalent in industry experience
• You are an expert in SQL
• You are proficient in either R or Python for data analysis
• You have experience designing and analyzing A/B testing experiments and guiding product decisions with experimental insights
• You are results-driven and passionate about building great products, with a proven track record of taking projects from inception to launch 

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)
• 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 access through Aetna
• One-time home office stipend to set up your home office
• Inclusive family and medical leave plans
• 12 paid holidays and 1 Alma Give Back Day
• Flexible PTO 

Salary Band: $170,000 - $190,000

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.