Customer Experience Senior Program Manager

About The Role

Headway is looking for an experienced CX Senior Program Manager who is eager to roll up their sleeves to deliver a best-in-class experience for Headway patients and providers. Our CX team is the tip of the spear that will make affordable healthcare a reality for millions, and you will be there to shape this experience. This is a unique opportunity in an industry that needs to be rebuilt. 

In this position, you will play a critical role in building and overseeing the Customer Journey, including process improvements, voice of the customer workstreams, channel strategy, etc. You’ll collaborate with cross-functional stakeholders to support new initiatives that improve the customer experience across our product, tools, processes, and policies. You’ll leverage your knowledge of CX best practices and support data to propose impactful solutions to meaningful problems. 

We’re looking for a natural leader, strong collaborator and relentless achiever. You’re passionate about constant improvement and efficiency. You are naturally curious and love digging into data to uncover key insights and opportunities. You are inspired by the opportunity to build and innovate in a fast-paced, ambiguous environment. You’re also excited to pursue the CX team’s vision to deliver an exceptional support experience that drives loyalty and creates a competitive advantage.

Please note that the hiring team has a preference for candidates based in the New York City metropolitan area but is also open to remote candidates located outside of New York.

You will: 

• 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

You’d be a great fit if…

• You’ve worked in a CX environment for 6+ years and have a strong understanding of the CX ecosystem, including metrics and processes
• You have a deep passion for the customer experience with a proven track record of driving innovation in a fast-paced tech environment
• You’ve demonstrated ability to analyze complex business challenges and develop strategic, high-impact solutions
• You have expertise in gathering and analyzing data, extracting insights, and communicating them effectively to diverse audiences for informed decision-making
• You’re skilled in tailoring communication for senior leaders and influencing key decision-makers through clear, impactful messaging
• You’ve demonstrated ability to prioritize and structure projects and tasks to maximize organizational impact, while maintaining systems for effective project tracking and execution

Compensation and Benefits:

• Salary information is based on a single salary target per role and is differentiated based on geographic location (Group A, B, or C) 
  • Group A: $190,000
  • Group B: $171,000
  • Group C: $152,000
  • Examples of cities located in each Compensation Grouping:
    • Group A = NYC, SF/Bay Area, LA Area, Seattle, Boston, Austin, and San Diego
    • Group B = Chicago, Miami, Denver, Washington DC, Philadelphia, Atlanta, Minneapolis, Nashville, Sacramento, Phoenix, and Portland
    • Group C = All remaining cities

• Benefits offered include:
• 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