CX Systems Program Manager

Headway - New York, NY

Full-time - Mid Level

Remote - New York, NY

10,001+ employees

Insurance Carriers and Related Activities

About the position

Headway is seeking an experienced Technical Program Manager to lead and enhance the Customer Experience (CX) team's technology stack, focusing on efficiency and productivity. This role is pivotal in shaping the customer experience in a rapidly evolving mental healthcare industry, ensuring that the CX team can effectively support a growing customer base and team of agents.

Responsibilities

• Work with vendors and internal stakeholders 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 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 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.

Requirements

• 5+ years of experience in a CX environment with a strong understanding of CX metrics, processes, and tools.
• Experience with tools like Zendesk, MaestroQA, Playvox, and Forethought.
• Experience running a CX integration project or implementing technical solutions.
• Strong passion for technology and optimizing existing tools or finding new tools to solve internal pain points.

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 plus a Holiday Break between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development