Program Specialist, CX

As an Program Specialist on the Customer Experience team, you will play a vital role in our ability to deliver exceptional customer experiences. Working across stakeholders across the organization— 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 and working alongside the Operations Program Manager, CX, you’ll be joining at time when Alma’s Customer Experience team is on a journey to becoming best-in-class. You will 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.