CX Programs Sr. Associate

1 in 4 people in the US have a treatable mental health condition, but most providers don't accept insurance, making therapy too expensive for most people. Headway’s mission is to fix this by building a new mental healthcare system everyone can access. We started by solving the biggest barrier to care: insurance. The admin work - credentialing, claims, payment reconciliation - is a nightmare. We've automated that.

But we're going further. Over 70,000 providers across all 50 states run their practice on our software, serving over 1 million patients. We are building the best tools for therapists to run their entire practice, reimagining the experience of finding a therapist, and investing in the platform foundations to enable this at scale. We aren't just a billing layer; we are becoming the platform where care actually happens.

We're a Series D company with $325M+ in funding (a16z, Accel, GV, etc.), looking for exceptional people to help us achieve this mission. 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:

As a Senior Associate on the CX Programs team, you'll play a key role in shaping and improving the customer experience at Headway. You'll act as a CX expert and true voice of the customer: bringing customer needs and pain points into every conversation with cross-functional partners, and turning those insights into better processes, clearer support strategies, and more seamless launches.

In this role, you'll own projects end to end, from identifying gaps to driving solutions that land well for both customers and agents. You'll collaborate closely with teams across the company to ensure consistency in how we support our customers, and you'll use data to influence meaningful improvements to our satisfaction and performance metrics. 

• You Will
• Develop understanding of customer needs and pain points to design, iterate, and improve end-to-end customer experience
• Contribute to the evolution of key KPIs such as CSAT, TTR, and self-resolution improvements for relevant projects
• Support CX change readiness for new features and releases by mapping requirements, developing CX processes, and managing timelines
• Create and enhance support processes to improve customer experience and provide consistency in support strategy execution
• Partner with the Knowledge Management team to ensure ongoing clarity and usability of SOPs
• Support cross-functional teams in implementing customer-centric product and process improvements, driving change to improve CSAT
• Analyze customer feedback and ensure alignment across teams via insight readouts and root cause analysis
• Drive CX enablement by leveraging AI tools to improve team efficiency, reduce resolution times, and scale support operations
• You’d be a great fit if…
• You're deeply curious about the full customer journey and seek to understand the experience beyond what comes through a support ticket
• You can translate messy customer data into clear insights and compelling narratives for cross-functional stakeholders
• You're energized by owning projects end-to-end and thrive in environments where processes are still being built
• You have a point of view on what great customer experience looks like and aren't shy about advocating for the customer when working with Product and Ops teams
• You're excited about using AI tools to work smarter and enable our CX team

Compensation and Benefits:

The expected base pay range for this position is $80,920- $119,000 based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for an equity grant, depending on the position and level.

We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.

• 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

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.

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A notice to Headway applicants: To protect yourself against phishing and recruitment fraud, please note that Headway only accepts applications through our official careers page at https://headway.co/careers. Headway will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from a @findheadway.com email address. If you are contacted by someone claiming to be from Headway via an unofficial channel, please do not share any information and report it as spam.