199 applicants

Company

Headway · 2 days ago

CX Systems Program Manager

United States

Full-time

Remote

Mid, Senior Level

$124K/yr - $155K/yr

5+ years exp

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Health CareInformation Technology

H1B Sponsor Likely

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Responsibilities

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

Serve as the primary system administrator for the CX software platform

Implement and automate workflows within and across systems

Develop scripts that reduce frequent or time-consuming manual tasks

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

Become the resident expert on internal technical defects and quantify their impact; work with cross-functional teams to prioritize a fix

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical Program ManagementCX Environment ExperienceSystem AdministrationIntegration ProjectsZendeskMaestroQAPlayvoxForethoughtWorkflow AutomationTechnical Solutions ImplementationTechnical Strategy DevelopmentCX Metrics UnderstandingCustomer Experience ImprovementScripting

Required

You’ve worked in a CX environment for 5+ years and have a strong understanding of CX metrics, processes and tools

You have experience with tools like Zendesk, MaestroQA, Playvox, and Forethought

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

Benefits

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

Company

Headway

Headway is a mental healthcare system that helps users have access to affordable healthcare.

Founded in 2018

New York, New York, USA

201-500 employees

https://headway.co

H1B Sponsorship

Headway has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (25)

2022 (17)

2021 (14)

2020 (9)