Headway - Customer Care Systems Lead
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Responsibilities
• Own CX systems metrics and reporting — design, maintain, and evolve dashboards that track key performance metrics (routing accuracy, system uptime, tool utilization) and translate data into clear operational recommendations for CX leadership • Lead AI adoption across the CX team — measuring impact rigorously; drive agent adoption through enablement and change management • Configure and optimize the voice/telephony platform — own IVR design, intelligent call routing, queue management, and voice bot scripting; ensure routing logic reflects current business priorities • Partner with Engineering, IT, Product, and BPO teams to translate CX business requirements into scalable technical configurations • Manage end-to-end technical programs — from scoping and vendor alignment through deployment and post-launch measurement • Proactively identify system, analytics, and process gaps; build the business case and drive improvements from idea to production • Represent the CX team in cross-functional initiatives and be the go-to expert on CX data, AI tooling, and voice systems • You’d be a great fit if… • You have 3–5+ years of experience in CX operations, analytics, or systems — ideally with exposure to all three • You've configured or optimized a voice/telephony platform (IVR, call routing, voice bots) — Five9, Genesys, Twilio, Amazon Connect, or similar • You're comfortable working with new tools, integrations, and configurations across the CX tech stack (CRM, QA, WFM) and can plug in when needed. • You've deployed or meaningfully improved an AI tool in a CX context — and have the adoption metrics to prove it • You're comfortable pulling and presenting data without relying on a dedicated analyst — SQL, Looker, Tableau, Metabase, or similar • You thrive in ambiguity and move fast without sacrificing quality; you know when to ship and when to wait • You're an analytical and creative problem solver: you dig into root causes, quantify impact, and build solutions that are elegant enough to scale • You communicate clearly to both technical and non-technical stakeholders, and know how to influence without formal authority • You're motivated by making an impact on one of our generation's defining problems — making mental healthcare affordable and accessible • Compensation and Benefits:The expected base pay range for this position is $99,280-$146,000 based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for an equity grant, depending on the position and level.
Benefits
• We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential. • Benefits offered include: • Equity compensation • Medical, Dental, and Vision coverage • 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 • Employee Assistance Program (EAP) • Training and professional development • We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience. Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please inform the recruiter when they contact you to schedule your interview. • Headway participates in E-Verify. To learn more, click here. • A notice to Headway applicants: To protect yourself against phishing and recruitment fraud, please note that Headway only accepts applications through our official careers page at https://headway.co/careers. Headway will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from a @findheadway.com email address. If you are contacted by someone claiming to be from Headway via an unofficial channel, please do not share any information and report it as spam.
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