Customer Care Systems Lead

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.