Remote Customer Experience Senior Program Manager

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