200+ applicants

Company

Headway · 3 hours ago

Customer Experience Senior Program Manager

New York, NY

Full-time

Remote

Senior Level

$152K/yr - $190K/yr

6+ years exp

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Health CareInformation Technology

H1B Sponsor Likely

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Responsibilities

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

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.

CX environment experienceCustomer Journey ownershipData analysisProcess improvementVoice of the CustomerStakeholder managementProject managementInnovation in techOperational efficiencyStrategic thinking

Required

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

Preferred

Candidates based in the New York City metropolitan area

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

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Trends of Total Sponsorships

2023 (25)

2022 (17)

2021 (14)

2020 (9)