Remote Customer Experience Senior Program Manager
Headway
πRemote - United States
Please let Headway know you found this job on JobsCollider. Thanks! π
Job highlights
Summary
Join us at Headway, a mission-driven company building a new mental healthcare system everyone can access. We're seeking an experienced CX Senior Program Manager to deliver a best-in-class experience for patients and providers.
Requirements
- 6+ years of experience in a CX environment
- Strong understanding of the CX ecosystem, including metrics and processes
- Deep passion for the customer experience with a proven track record of driving innovation in a fast-paced tech environment
- Ability to analyze complex business challenges and develop strategic, high-impact solutions
- Expertise in gathering and analyzing data, extracting insights, and communicating them effectively to diverse audiences for informed decision-making
- Skill in tailoring communication for senior leaders and influencing key decision-makers through clear, impactful messaging
- Ability to prioritize and structure projects and tasks to maximize organizational impact, while maintaining systems for effective project tracking and execution
Responsibilities
- Own end-to-end Customer Journey and be the voice of the customer at Headway
- Build and coach a high-performing team that creates operationally excellent processes and drives innovative solutions with a first principles approach
- Implement a robust performance management system for your team
- Lead initiatives that prioritize customer satisfaction, loyalty, and operational efficiency
- Own and nurture relationships with senior stakeholders. Effectively present customer challenges to support informed, data-driven decision-making
- Support cross-functional initiatives to solve complex problems for our patients and providers, particularly those that are driven by Voice of the Customer data
- Drive timely execution of key initiatives, balancing resources and competing priorities to ensure successful outcomes
- Collaborate closely with other CX leaders to optimize CX performance, processes, training, data/insights, operations, tools and technology
- Build and maintain relationships with key cross-functional stakeholders to advocate for the CX team, our patients and our providers
Benefits
- Equity Compensation
- Medical, Dental, and Vision coverage
- HSA / FSA
- 401K
- Work-from-Home Stipend
- Therapy Reimbursement
- 16-week parental leave for eligible employees
- Carrot Fertility annual reimbursement and membership
- 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
- Flexible PTO
- Employee Assistance Program (EAP)
- Training and professional development
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