Senior Product Manager, Customer Experience (CX)

Headway’s mission is a big one – to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance. 

1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice. 

Headway was founded in 2019. Since then, we’ve grown into a diverse, national network of over 45,000 mental healthcare providers across all 50 states who run their practice on our software and have served over 1 million patients. We’re a Series D company with over $325m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures and Health Care Service Corporation.

We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.

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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We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience.

Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please contact talent@findheadway.com

Headway employees work remotely across the US, with the option to work from offices in New York City and San Francisco. Headway participates in E-Verify. To learn more, click here.