Senior Product Manager, Customer Experience (CX)

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About the role:

We're looking for a Senior Product Manager to elevate our customer support experience. 

As the product manager supporting customer care, you'll be instrumental in enhancing our CX channels, efficiency, and quality by building and integrating new tooling and AI. This role will involve collaborating with cross-functional teams to develop and execute a strategic vision for our customer support platform, ensuring a seamless experience for providers, patients, and CX agents. The ideal candidate will possess a strong understanding of customer support workflows, a passion for leveraging technology to solve complex problems, and a proven track record of delivering impactful results.  

What you’ll do at Headway:

• Build new channels for customer support that improve our efficiency, response time, and end customer satisfaction by incorporating new tools and AI.
• Craft powerful and efficient tools that leverage automation to help our customers and agents quickly answer common issues.
• Work with other internal pods to identify and resolve product gaps that lead to support issues.
• Work closely with design, engineering, data, ops and other cross-functional partners to craft a strategy for our CX roadmap that balances quality, efficiency, and cost.

You’ll be great for this role if you:

• Have scaled CX experience: You have 5+ years of experience improving and iterating on support product experiences for fast growing companies. 
• Customer obsession: A strong commitment to understanding customer needs, advocating for their perspectives, and delivering solutions that create exceptional experiences, driving both customer satisfaction and business success.
• Data and results driven: You are a master at digging into data, defining clear goals, running toward them & bringing your team along the way.
• Highly collaborative: You work well with other functions and teams and can collaborate on delivering impact together to a shared goal.
• Thrive in ambiguity: You love tackling ambiguous problems in a fast-paced environment with an optimistic and energizing attitude.

• Salary information is based on a single salary target per role:
• The starting salary for Senior Product Manager, Customer Experience (CX) is $200,000. 

• 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

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