Remote Senior Product Manager, Customer Experience

Summary

Join Headway, a company revolutionizing mental healthcare access, as a Senior Product Manager focused on elevating customer support. You will play a pivotal role in enhancing customer experience channels, efficiency, and quality through the development and integration of new tools and AI. This involves collaborating with cross-functional teams to execute a strategic vision for the customer support platform, ensuring seamless experiences for providers, patients, and agents. The ideal candidate possesses strong customer support workflow understanding, a passion for technology-driven problem-solving, and a proven track record of impactful results. Headway offers a competitive salary and a comprehensive benefits package.

Requirements

• Have scaled CX experience: You have 5+ years of experience improving and iterating on support product experiences for fast growing companies
• Customer obsession: A strong commitment to understanding customer needs, advocating for their perspectives, and delivering solutions that create exceptional experiences, driving both customer satisfaction and business success
• Data and results driven: You are a master at digging into data, defining clear goals, running toward them & bringing your team along the way
• Highly collaborative: You work well with other functions and teams and can collaborate on delivering impact together to a shared goal
• Thrive in ambiguity: You love tackling ambiguous problems in a fast-paced environment with an optimistic and energizing attitude

Responsibilities

• Build new channels for customer support that improve our efficiency, response time, and end customer satisfaction by incorporating new tools and AI
• Craft powerful and efficient tools that leverage automation to help our customers and agents quickly answer common issues
• Work with other internal pods to identify and resolve product gaps that lead to support issues
• Work closely with design, engineering, data, ops and other cross-functional partners to craft a strategy for our CX roadmap that balances quality, efficiency, and cost

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