CX Systems Program Manager

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Headway

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Description

• Headway is looking for an experienced Technical Program Manager to oversee and optimize the CX team’s tech stack with an eye towards efficiency and productivity. • You will play a critical role in developing the CX team’s technical strategy to support our growing customer base and team of agents. • 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. • Implement and automate workflows within and across systems. • Develop scripts that reduce frequent or time-consuming manual tasks.

Requirements

• 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