CX Programs Sr. Associate at Headway

At Headway, we are on a mission to build a new mental healthcare system that is accessible to everyone. With one in four people in the United States dealing with a treatable mental health condition, we recognized that the biggest barrier to care was the complexity of insurance. We have successfully automated the administrative burdens of credentialing and claims, and today, over 75,000 providers use our software to serve more than 1 million patients. As a Series D company backed by investors like a16z and Accel, we are looking for passionate individuals to help us transform how care is delivered.

What is this role?

We are looking for a Senior CX Programs Associate to join our team in a full-time, remote capacity. This is a senior-level position where you will serve as a dedicated advocate for our customers. You will bridge the gap between our users and our internal operations, ensuring that the customer voice is at the heart of our product development and support strategies.

What will you do?

• Design and iterate on end-to-end customer experiences by deeply analyzing user needs and identifying pain points throughout their journey.
• Drive improvements in key performance metrics, such as CSAT and resolution times, by leveraging data insights and conducting thorough root cause analysis.
• Lead CX change readiness for new product launches, which includes mapping requirements, developing support processes, and managing project timelines.

What makes you a great fit?

You are an ideal candidate if you are naturally curious about the customer journey and possess a strong ability to turn complex data into clear, actionable narratives. We value those who are comfortable owning projects from start to finish and who are not afraid to advocate for the user when collaborating with product and operations teams. Proficiency in English is required, and you should be excited about integrating AI tools to scale support operations and improve team efficiency. Experience with process improvement, cross-functional collaboration, and KPI tracking will be essential to your success in this role.

What's in it for you?

The base salary range for this position is $81,000 to $119,000, depending on your experience and location. Beyond your salary, we offer a comprehensive benefits package designed to support your well-being and long-term growth:

• Equity compensation to provide meaningful ownership in our mission.
• Medical, dental, and vision insurance coverage.
• 401k retirement savings options.
• Flexible work location and remote-first environment.
• Paid time off and dedicated parental leave.
• Access to professional development resources and an employee assistance program.