Customer Care Systems Lead

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

Headway is looking for a high performing individual contributor with technical program management experience to optimize the Customer Experience (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: 

• Lead end to end technical projects that enhance our CX platforms.
• 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.
• Prioritize and resolve system issues, using data to quantify impact
• Implement and automate workflows within and across systems
• 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
• Support our enablement team to help drive tool adoption across our teams

You’d be a great fit if…

• You’ve worked in a CX environment for 3+ years and have a strong understanding of CX metrics, processes and tools.
• Have experience with tools like Zendesk, MaestroQA, Playvox, Forethought, etc. 
• 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.
• You are inspired by the goal of continuously improving the CX team’s customer support tools. And you’re excited about the opportunity to work with the CX team to pursue. Headway’s vision for the best-in-class provider, client, and agent experience. 
• You have experience working with technical partners and translating business requirements into solutions.
• You thrive in ambiguity, and seek out opportunities to dive into unfamiliar challenges, drive towards outcomes, and shape strategy.
• You have a bias to action towards driving and implementing process to improve quality and increase efficiency.
• You’re an analytical and creative problem solver: you dig into challenges, quantify them, and create “handmade” solutions.
• You’re passionate about constant improvement and tackling operational challenges, proposing solutions, and measuring their impact. 
• You thrive at taking a structured approach to solving problems and finding insights from testing and learning is one of your skills - whether your hypothesis was right or not.
• You are analytically-minded, operationally excellent, and unflappable in a fast-moving environment. 
• You seek an environment that fosters individual growth through open-feedback and a high-autonomy. 
• You are motivated by the opportunity to make an impact on one of our generation’s defining problems, making mental healthcare affordable. 

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 inform the recruiter when they contact you to schedule your interview.

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