Remote CX Systems Program Manager

Summary

Join us at Headway, a mission-driven company building a new mental health care system everyone can access. We're looking for an experienced Technical Program Manager to oversee and optimize the CX team's tech stack with an eye towards efficiency and productivity.

Requirements

• 5+ years of experience in a CX environment
• Strong understanding of CX metrics, processes and tools
• Experience with tools like Zendesk, MaestroQA, Playvox, and Forethought
• Run a CX integration project or implemented technical solutions

Responsibilities

• 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 systems and associated integrations - including structure, automation, and dashboards
• Serve as the primary system administrator for the CX software platform
• 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 Customer Service representatives
• Become the resident expert on internal technical defects and quantify their impact; work with cross-functional teams to prioritize a fix

Benefits

• Salary: $170,000 (Group A), $153,000 (Group B), $136,000 (Group C)
• 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