Customer Care Systems Lead

🕒 May 7

🇺🇸 United States – Remote

💵 $99.3k - $146k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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Headway

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare Insurance • Wellness

Headway is a platform that connects individuals with mental health providers, helping them find the right fit according to their needs and insurance coverage. By partnering with numerous insurance providers, Headway ensures that users can access mental health care affordably. It offers both in-person and virtual care options, and manages the payment and billing processes for a hassle-free experience. The platform's aim is to simplify the search and access to therapy and psychiatric support for users, allowing them to focus on their mental health without the administrative burdens.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ 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