Lead, CX Change Management

About The Role

Headway is looking for an experienced Change Management Lead to support the success of CX-driven initiatives, as well as those led by other teams that impact Headway customers. 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. 

As a Change Management Lead, you’ll help ensure that our large, customer-facing implementations are properly organized, carefully rolled out, and successfully delivered. The person in this role will be accountable for creating project/work plans, organizing key stakeholders, and creating action lists to hold all parties accountable. As part of your fulfillment of these tasks, you will work closely with CX and cross-functional teams to help build training, processes, and initiatives that allow our CX team to deliver an exceptional experience as we support our customers in delivering and receiving mental health care.

The person in this role is extremely operationally excellent and comfortable working in a fast-moving environment. You will report directly to the Head of CX and share regular status updates as well as risks and dependencies to senior leadership. Beyond that, you will play a key role in supporting projects that allow us to deliver on key metrics across CX Operations, Enablement, Workforce Management, and Quality teams. As a Change Management lead, you will build a strategic vision for CX Change Management and help the team deliver a quick, effective, and effortless experience for our patients and providers.

What You’ll Do at Headway

• Oversee and deliver the on-time execution of new CX launches and initiatives, including creating project plans, work plans, resource assignments, and other project related documents and publish to appropriate stakeholders, including regular updates 
• Collaborate with Enablement to ensure that CX is prepared to support cross-functional initiatives
• Continuously re-evaluate processes and plans to adjust for new information, shifting priorities, and schedules
• Assess project risks and initiate action plans as necessary
• Keep the project team accountable to their deliverables and make sure CX doesn't drop the ball on any projects, initiatives, or commitments.
• Set deadlines, monitor, and summarize progress of projects for leadership visibility
• Manage multiple concurrent projects (all at different stages)
• Maintain timely communication between cross functional teams
• Conduct and/or support effective meetings with key stakeholders and team members, providing accurate information, concise deliverables and clear expectations
• Build trusted relationships with external partners as well as internal cross-functional teams that you’ll work with directly
• Identify process gaps in how we operate as an organization, and work with leadership to course-correct & streamline our internal delivery processes.

You’d be a great fit if…

• You have 3-5+ years of project/change management experience (preferably in CX or a customer-facing organization)
• You have strong project management skills and take pride in your ability to bring clarity, prioritization and organization to you and your team’s work
• You have a comprehensive knowledge of project management tools and best practices
• You are an expert in operational excellence and have a strong attention to detail
• You’re a creative problem solver: you dig into challenges and create “handmade” solutionsYou have strong cross-functional and creative collaboration skills
• You are energized by ambiguous and fast-paced tech environments
• You possess a strong sense of urgency and are able to multitask and pivot with ease
• You are willing to act as project contributor, problem solve with stakeholders to address issues, and go beyond task and status management
• Certified Project Management (PMP) or Certified Associate Project Manager (CAPM) is a plus