BPO Program Manager

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Headway

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Description

• Headway is looking for an experienced BPO manager to oversee our relationships with our BPO partners and drive results. • The person in this role will help scale our customer services infrastructure as we rapidly expand our geographic reach. • 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. • You will play a critical role in driving a bias for action across multiple BPO partnerships in a fast-moving environment. • You’ll manage the day-to-day relationships, performance management, and overall service delivery for our BPOs and be the main point of contact between the BPOs and our internal teams. • You will also work with our BPOs to launch new initiatives, continuously improve the customer experience, and deliver key business outcomes with a focus on scalable solutions. • The person in this role will have the opportunity to build new systems, processes, and infrastructure for a fast-growing team. • You will play a pivotal role in improving the foundation that allows us to deliver on key metrics like productivity, quality, response times, and customer satisfaction. • Beyond that, you build a long-term strategic vision for Headway’s BPO operations and work with the CX team to pursue Headway’s vision for the best-in-class provider and client experience.

Requirements

• You’ve worked in a CX environment for 5+ years and have a strong understanding of the CX ecosystem, including metrics and processes. • You know how to build a positive, respectful partnership with BPO stakeholders and drive results • You have CX support experience, empathy for clients and can bring best practices for problem-solving to our team • You have a deep passion for the customer experience with a proven track record of driving innovation and optimization • You have a strong understanding of CX metrics, processes and tools • 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

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