CX Systems Program Manager

About The Role

Headway is looking for an experienced Technical Program Manager to oversee and optimize the CX team’s tech stack with an eye towards efficiency and productivity. 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. Beyond managing the daily operations of multiple platforms and tools, you will play a critical role in developing the CX team’s technical strategy to support our growing customer base and team of agents.

You will: 

• Work with vendors and internal stakeholders to find ways 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 our 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 our 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 

You’d be a great fit if…

• You’ve worked in a CX environment for 5+ years and have a strong understanding of CX metrics, processes and tools
• You have experience with tools like Zendesk, MaestroQA, Playvox, and Forethought
• You have run a CX integration project or implemented technical solutions 
• You love technology and finding ways to optimize existing tools or search out other tools that can solve an internal pain point

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: $155,000
  • Group B: $139,500
  • Group C: $124,000
  • 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