Senior Product Manager, Provider Support Experience - Remote

Overview

Headway is on a mission to build a new mental health care system that everyone can access. We are looking for a Senior Product Manager to enhance our customer support experience through technology and collaboration.

In Short

• Build new channels for customer support to improve efficiency and satisfaction.
• Craft tools that leverage automation for quick issue resolution.
• Identify and resolve product gaps affecting support.
• Collaborate with design, engineering, and data teams on CX strategy.
• 5+ years of experience in customer support product management.
• Strong commitment to understanding customer needs.
• Data-driven approach to defining goals and achieving results.
• Ability to thrive in ambiguous, fast-paced environments.
• Work remotely or from offices in NYC and San Francisco.
• Competitive salary and benefits package.

Requirements

• 5+ years of experience in customer experience roles.
• Strong understanding of customer support workflows.
• Experience with AI and automation in customer support.
• Proven track record of delivering impactful results.
• Excellent collaboration skills across teams.
• Ability to work in a fast-paced, ambiguous environment.

Benefits

• Equity Compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development