Responsibilities:

Own CX systems metrics, dashboards, and drive operational improvements based on data.
Configure IVR, call routing, and voice bots while managing end-to-end technical programs.
Proactively identify system gaps and represent CX in cross-functional initiatives.

Qualifications:

3-5+ years in CX operations, analytics, or systems with voice platform experience.
Proficiency in SQL, Looker, or similar tools and experience deploying AI tools in CX.
Ability to thrive in ambiguity, solve problems creatively, and communicate with all stakeholders.

Compensation & Culture:

Base salary range provided with eligibility for equity and comprehensive health benefits.
Company offers a 16-week parental leave, flexible PTO, and a commitment to diversity and inclusion.
Mission-driven culture focused on making mental healthcare affordable and accessible for all.

Headway

Headway is building a new mental healthcare system to make therapy accessible by automating insurance administration. They are a Series D company with over $325M in funding, supporting over 70,000 providers and serving 1 million patients.

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