Senior Manager, CX Patient & Provider Experience

About The Role

Headway is looking for an experienced CX Senior 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 CX team’s process improvement, external content and voice of the customer workstreams. 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. And you’ll play a critical role in defining and building our self-service strategy.

The person in this role is a natural leader, a strong collaborator and a relentless achiever. You’re passionate about constant improvement and you're an expert in driving 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. And you’re excited to pursue the CX team’s vision to deliver an exceptional support experience that drives loyalty and creates a competitive advantage.

You will:

• Build and coach a high-performing team that creates operationally excellent processes and drives innovative solutions with a first principles approach

• Own the development and execution of team OKRs 

• Define and evolve the external knowledge management and self service strategy for Headway 

• Build a VOC program from 0 to 1

• Oversee CX design and improvement initiatives

• Responsible for the achievement of team AORs (first touch resolution, full resolution time, contact rate and self service containment), while also supporting overall CX team metrics

• Collaborate closely with other CX leaders to optimize CX performance, processes, training, data/insights, operations, tools and technology 

• Gain an in-depth understanding of customer needs and pain points

• Build and maintain relationships with key cross-functional stakeholders to advocate for the CX team, our patients and our providers

• Support cross-functional initiatives to solve complex problems for our patients and providers, particularly those that are driven by Voice of the Customer data

You’d be a great fit if…

• You have 8-10 years of CX Experience, ideally in a high-growth tech startup, at least 5+ managing both individual contributors and managers. 

• You have a deep passion for the customer experience with a proven track record of driving innovation in a fast-paced tech environment

• You have experience working with technical partners and translating insights into solutions

• You have significant experience in one of the following CX functions: CX process design and improvement, voice-of-the-customer, and/or self-services

• You’re an analytical and creative problem solver: you dig into challenges, quantify them, and create “handmade” solutions

• You have a strong understanding of CX metrics, processes and tools

• You are a natural “builder” and enjoy the challenge of figuring something out for the first time

• You have a bias to action and you’re hardwired for efficiency

• You thrive on bringing improvements to life

• You have strong project management skills and take pride in your ability to bring clarity to complex business processes