Customer Experience Manager

About The Role

Headway is looking for an experienced CX manager to lead a team of CX specialists and help scale customer services infrastructure as we rapidly expand our geographic reach. 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.

You’ll come in and manage a team responsible for providing exceptional care and service to mental healthcare providers and clients. Your team of CX specialists works with providers and clients to help navigate their experience on Headway, including onboarding and appointment scheduling, and you’ll be there to continuously train and coach the team to ensure their success.

You will have a unique opportunity to build new systems, processes, and infrastructure for a fast-growing team. You will play a pivotal role in putting in place and consistently improve the foundation that allows us to deliver on persistently high NPS and CSAT. Beyond that, you will work closely with your fellow CX manager and the Head of CX to develop and pursue Headway’s vision for the best-in-class provider and client experience.

You’d be a great fit if...

• You have 3+ years of experience managing CX specialists and enjoy investing in ongoing learning and coaching
• You have CX support experience, empathy for clients and can bring best practices for client problem-solving to our team
• You are energized by ambiguous and fast-paced tech environments
• You’re an analytical and creative problem solver: you dig into challenges, quantify them, and create “handmade” solutions
• You have a knack for process improvement, project management, and are data-driven
• You have passion for Headway’s mission
• You thrive in ambiguity, and seek out opportunities to dive into unfamiliar challenges, drive towards outcomes, and shape strategy.