Senior Manager, CX Workforce Management

Headway’s mission is a big one - to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance. 1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to take insurance and scale their practice. Headway was founded in 2019 – since then, we’ve grown into a diverse, national network of over 30,000 mental healthcare providers across all 50 states who run their practice on our software. We’re a Series C company with over $225m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, and Health Care Service Corporation.We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.Headway is looking for an experienced Workforce Manager to oversee forecasting, planning, staffing optimization and reporting for our CX team. 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. This is a unique opportunity in an industry that needs to be rebuilt. In this position, you will play a critical role in building the CX organization’s workforce management function to support our internal and external (BPO) teams. You’ll create the infrastructure for our capacity planning, forecasting and scheduling to ensure we have the right agents, in the right place, at the right time. You’ll also lead real-time adherence (RTA) efforts to optimize staffing, create pivotal dashboards and reports, and identify opportunities to improve agent productivity. As an analyst, you’ll evaluate “what if” scenarios and provide insights that empower and enable the CX team to run our operations more effectively and efficiently.The person in this role is analytical, operationally excellent, and unflappable in a fast-moving environment. You will play a key role in improving the foundation that allows us to deliver on key metrics like response time, productivity, and forecast accuracy. As a workforce manager, you will build a long-term strategic vision for Headway’s workforce operations and work with the CX team to pursue Headway’s vision for the best-in-class provider and client experience. You will:Own all forecasting and planning Build short- and long-term forecasts that accurately predict contact arrival patterns (email/chat/phone), headcount needs, and operational costs Update forecast with actual results, adjusting based on current trends, goals, staffing levels and market conditionsMonitor, track, analyze results and provide insights versus budget and forecasts to understand trends and identify process improvement opportunitiesWork with cross-functional partners to coordinate new provider- and patient-facing initiative forecasts and staffing ramp ups Optimize CX staffing Oversee real time adherence (RTA) to schedule and make changes as needed, including Playlist management Oversee CXA scheduling, accounting for trainings, meetings, coaching sessions, events and activitiesRecommend new training classes, both internally and externallyAdvise BPO management regarding staffing and schedulingCollaborate with CX leadership team to deliver productivity improvements Oversee workforce data and reporting Manage WFM reporting strategies and processes for internal and external teams Produce executive level reporting and analysis for service level and productivity metrics Provide daily, biweekly, and monthly intraday performance and historical trends reporting to leadershipDevelop and provide agent, supervisor, and manager reporting/dashboards designed to support performance management You’d be a great fit if... At least 6-8 years of experience in Workforce Management in a Customer Support organization, with 3 years of leadership experience You have a deep passion for the customer experience with a proven track record of driving innovation and optimization in a fast-paced tech environmentYou thrive in ambiguity, and seek out opportunities to dive into unfamiliar challenges, drive towards outcomes, and shape strategy.You have a strong understanding of CX metrics, processes and toolsYou are a natural “builder” and enjoy the challenge of figuring something out for the first timeYou have a bias to action towards driving and implementing process improve quality and increase efficiencyYou’re an analytical and creative problem solver: you dig into challenges, quantify them, and create “handmade” solutionsYou can connect the dots with a data-driven approach to optimize the customer experienceYou have passion for Headway’s mission Compensation and Benefits: Salary information is based on a single salary target per role and is differentiated based on geographic location (Group A, B, or C) Group A: $170,000Group B: $153,000Group C: $136,000Examples of cities located in each Compensation Grouping: Group A = NYC, SF/Bay Area, LA Area, Seattle, Boston, Austin, and San DiegoGroup B = Chicago, Miami, Denver, Washington DC, Philadelphia, Atlanta, Minneapolis, Nashville, Sacramento, Phoenix, and PortlandGroup C = All remaining cities Benefits offered include: Equity compensationMedical, Dental, and Vision coverageHSA / FSA401KWork-from-Home StipendTherapy Reimbursement16-week parental leave for eligible employeesCarrot Fertility annual reimbursement and membership13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31stFlexible PTOEmployee Assistance Program (EAP)Training and professional development #LI-DR1We 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.