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CX Program Manager, Tools & Processes

Headway

Headway

Operations
Remote
Posted on Wednesday, April 26, 2023

Headway is building a new mental healthcare system that everyone can access. We make it easy for people to find quality in-network mental health care by removing historic barriers faced by mental health providers, payers, and patients.

1 in 4 people in the US have a treatable mental health condition, but the vast majority do not get the care they need. The primary reason is cost: the majority of therapists do not accept insurance, meaning paying for therapy is prohibitively expensive for prospective patients. This is where we got our start – Headway has built the first software-enabled network of therapists who accept health insurance, making it easy for therapists to grow their practices, and possible for patients to find quality care they can afford.

We launched in April of 2019 and are now powering 400,000+ appointments per month. To scale our vision, we’ve raised over $100 million in funding from a16z, Thrive, Accel, and Google Ventures.

Join us, and make an impact

Headway is looking for an experienced Technical Program Manager to oversee and optimize the CX team’s tech stack with an eye towards efficiency and productivity. Our CX team is the tip of the spear that will make affordable healthcare a reality for millions, and you will be there to shape this experience. This is a unique opportunity in an industry that needs to be rebuilt.

Beyond managing the daily operations of multiple platforms and tools (Zendesk, Assembled, MaestroQA and Solvvy), you will play a critical role in developing the CX team’s technical strategy to support our growing customer base and team of agents. You’re passionate about constant improvement and tackling operational challenges, proposing solutions, and measuring their impact. Taking a structured approach to solving problems and finding insights from testing and learning is one of your skills - whether your hypothesis was right or not.

The person in this role is analytically-minded, operationally excellent, and unflappable in a fast-moving environment. You love technology and finding ways to optimize existing tools or search out other tools that can solve an internal pain point. You are inspired by the goal of continuously improving the CX team’s Zendesk platform and related customer support tools. And you’re excited about the opportunity to work with the CX team to pursue Headway’s vision for the best-in-class provider, client, and agent experience.

You will:

  • Work with vendors and internal stakeholders to find ways to maximize existing tools and implement/integrate new tools into the CX ecosystem
  • Oversee the daily operations of the CX team’s tech stack to ensure SLAs are achieved and any issues are handled immediately
  • Own the design, configuration, and maintenance of our Zendesk instance and associated integrations - including triggers, automation, and dashboards
  • Serve as the primary system administrator for the Zendesk environment
  • Implement and automate workflows within and across systems
  • Develop scripts that reduce frequent or time-consuming manual tasks
  • Support initiatives to enable customers to self-serve and find ways to reduce friction and improve the customer experience
  • Represent the CX team on cross-functional initiatives to create and implement the best technical solutions for our customers and CXAs
  • Become the resident expert on internal technical defects and quantify their impact; work with cross-functional teams to prioritize a fix

You’d be a great fit if...

  • You are a Zendesk expert
  • You’ve worked in a CX environment for 4+ years
  • You have run a CX integration project or implemented technical solutions
  • Able to work cross functionally with operations, product, engineering, and design teams
  • You have a deep passion for the customer experience with a proven track record of driving innovation and optimization in a fast-paced tech environment
  • You have experience working with technical partners and translating business requirements into solutions
  • You thrive in ambiguity, and seek out opportunities to dive into unfamiliar challenges, drive towards outcomes, and shape strategy.
  • You have a strong understanding of CX metrics, processes and tools
  • You are a natural “builder” and enjoy the challenge of figuring something out for the first time
  • You have a bias to action towards driving and implementing process to improve quality and increase efficiency
  • You’re an analytical and creative problem solver: you dig into challenges, quantify them, and create “handmade” solutions
  • You have passion for Headway’s mission

We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem - across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience.

Headway employees work remotely across the US, with the option to work from our NYC HQ.

Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact talent@findheadway.com.