Senior Program Manager, Headway
Customer Experience
$152-190k
+ Equity, Salary dependent on location
Therapist-by-insurance marketplace
Be an early applicant
Therapist-by-insurance marketplace
1001+ employees
Be an early applicant
$152-190k
+ Equity, Salary dependent on location
1001+ employees
Company mission
To build a new mental healthcare system, rewired for access and affordability.
Role
Who you are
- We’re looking for a natural leader, strong collaborator and relentless achiever
- You’re passionate about constant improvement and 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
- You’re also excited to pursue the CX team’s vision to deliver an exceptional support experience that drives loyalty and creates a competitive advantage
- You’ve worked in a CX environment for 6+ years and have a strong understanding of the CX ecosystem, including metrics and processes
- You have a deep passion for the customer experience with a proven track record of driving innovation in a fast-paced tech environment
- You’ve demonstrated ability to analyze complex business challenges and develop strategic, high-impact solutions
- You have expertise in gathering and analyzing data, extracting insights, and communicating them effectively to diverse audiences for informed decision-making
- You’re skilled in tailoring communication for senior leaders and influencing key decision-makers through clear, impactful messaging
- You’ve demonstrated ability to prioritize and structure projects and tasks to maximize organizational impact, while maintaining systems for effective project tracking and execution
What the job involves
- Headway is looking for an experienced CX Senior Program 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 Customer Journey, including process improvements, voice of the customer workstreams, channel strategy, etc
- 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
- Own end-to-end Customer Journey and be the voice of the customer at Headway
- Build and coach a high-performing team that creates operationally excellent processes and drives innovative solutions with a first principles approach
- Implement a robust performance management system for your team
- Lead initiatives that prioritize customer satisfaction, loyalty, and operational efficiency
- Own and nurture relationships with senior stakeholders. Effectively present customer challenges to support informed, data-driven decision-making
- Support cross-functional initiatives to solve complex problems for our patients and providers, particularly those that are driven by Voice of the Customer data
- Drive timely execution of key initiatives, balancing resources and competing priorities to ensure successful outcomes
- Collaborate closely with other CX leaders to optimize CX performance, processes, training, data/insights, operations, tools and technology
- Build and maintain relationships with key cross-functional stakeholders to advocate for the CX team, our patients and our providers
Our take
1 in 4 US citizens are currently living with treatable mental health conditions, however, a vast majority of people are unable to access the care they need, the primary reason being cost. Headway connects clients with therapists who accept insurance as payment and provides independent practitioners with the tools and resources needed to serve their patients and manage administrative workloads.
Headway’s concept is timely, with national mental health under particular strain following events from the past few years. The company facilitates over 300,000 appointments per month and has attracted backing from the likes of Accel and Google Ventures.
Covering 16 states and the District of Columbia, the company intends to broaden its presence across the US using its 2023 Series C funding of $125 million. This is a crucial avenue for further growth, as medical care deserts across the US mean the potential market is vast.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
64% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2024
$100m
LATE VC
Oct 2023
$125m
SERIES C
Total funding: $327m
Company benefits
- Work from home opportunities
Company values
- Think future first
- Act like a Headway owner
- The first time is always handmade
- Be relationship-obsessed
- Invest in yourself to invest in our mission
Company HQ
Tribeca, New York, NY
Articles
Leadership
Andrew Adams
(CEO)Worked as a Product Analyst at Spring, and was a Software Development Engineer Intern at Amazon.
Salary benchmarks
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