Headway is hiring a
Senior Manager

Summary

Join Headway, a company building a new mental health care system everyone can access, as an experienced Workforce Manager to oversee forecasting, planning, staffing optimization and reporting for the CX team.

Requirements

• At least 6-8 years of experience in Workforce Management in a Customer Support organization, with 3 years of leadership experience
• A deep passion for the customer experience with a proven track record of driving innovation and optimization in a fast-paced tech environment
• Analytical, operationally excellent, and unflappable in a fast-moving environment
• A strong understanding of CX metrics, processes and tools
• A natural “builder” and enjoy the challenge of figuring something out for the first time
• A bias to action towards driving and implementing process improve quality and increase efficiency
• An analytical and creative problem solver: you dig into challenges, quantify them, and create “handmade” solutions
• Connect the dots with a data-driven approach to optimize the customer experience

Responsibilities

• Own all forecasting and planning
• Build short- and long-term forecasts that accurately predict contact arrival patterns (email/chat/phone), headcount needs, and operational costs
• Update forecast with actual results, adjusting based on current trends, goals, staffing levels and market conditions
• Monitor, track, analyze results and provide insights versus budget and forecasts to understand trends and identify process improvement opportunities
• Work with cross-functional partners to coordinate new provider- and patient-facing initiative forecasts and staffing ramp ups
• Optimize CX staffing
• Oversee real time adherence (RTA) to schedule and make changes as needed, including Playlist management
• Oversee CXA scheduling, accounting for trainings, meetings, coaching sessions, events and activities
• Recommend new training classes, both internally and externally
• Advise BPO management regarding staffing and scheduling
• Collaborate with CX leadership team to deliver productivity improvements
• Oversee workforce data and reporting
• Manage WFM reporting strategies and processes for internal and external teams
• Produce executive level reporting and analysis for service level and productivity metrics

Benefits

• Salary information is based on a single salary target per role and is differentiated based on geographic location (Group A, B, or C)
• $170,000 for Group A
• $153,000 for Group B
• $136,000 for 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