Lead, CX Change Management

Headway is building a new mental healthcare system that everyone can access. We make it easy for people to find quality in-network mental health care by removing historic barriers faced by mental health providers, payers, and patients.  1 in 4 people in the US have a treatable mental health condition, but the vast majority do not get the care they need. The primary reason is cost: the majority of therapists do not accept insurance, meaning paying for therapy is prohibitively expensive. This is where we got our start – Headway has built the first software-enabled national network of therapists who accept health insurance, making it possible for patients to find quality care they can afford and enabling mental healthcare providers to grow their practice. We launched in April of 2019 and are now powering 500,000+ appointments a month. To scale our vision, we’ve raised over over $100 million in funding from a16z, Thrive, Accel, Spark Capital, and Google Ventures. Join us, and make an impact About The Role Headway is looking for an experienced Change Management Lead to support the success of CX-driven initiatives, as well as those led by other teams that impact Headway customers. 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.  As a Change Management Lead, you’ll help ensure that our large, customer-facing implementations are properly organized, carefully rolled out, and successfully delivered. The person in this role will be accountable for creating project/work plans, organizing key stakeholders, and creating action lists to hold all parties accountable. As part of your fulfillment of these tasks, you will work closely with CX and cross-functional teams to help build training, processes, and initiatives that allow our CX team to deliver an exceptional experience as we support our customers in delivering and receiving mental health care. The person in this role is extremely operationally excellent and comfortable working in a fast-moving environment. You will report directly to the Head of CX and share regular status updates as well as risks and dependencies to senior leadership. Beyond that, you will play a key role in supporting projects that allow us to deliver on key metrics across CX Operations, Enablement, Workforce Management, and Quality teams. As a Change Management lead, you will build a strategic vision for CX Change Management and help the team deliver a quick, effective, and effortless experience for our patients and providers. What You’ll Do at Headway Oversee and deliver the on-time execution of new CX launches and initiatives, including creating project plans, work plans, resource assignments, and other project related documents and publish to appropriate stakeholders, including regular updates  Collaborate with Enablement to ensure that CX is prepared to support cross-functional initiatives Continuously re-evaluate processes and plans to adjust for new information, shifting priorities, and schedules Assess project risks and initiate action plans as necessary Keep the project team accountable to their deliverables and make sure CX doesn't drop the ball on any projects, initiatives, or commitments. Set deadlines, monitor, and summarize progress of projects for leadership visibility Manage multiple concurrent projects (all at different stages) Maintain timely communication between cross functional teams Conduct and/or support effective meetings with key stakeholders and team members, providing accurate information, concise deliverables and clear expectations Build trusted relationships with external partners as well as internal cross-functional teams that you’ll work with directly Identify process gaps in how we operate as an organization, and work with leadership to course-correct & streamline our internal delivery processes. You’d be a great fit if… You have 3-5+ years of project/change management experience (preferably in CX or a customer-facing organization) You have strong project management skills and take pride in your ability to bring clarity, prioritization and organization to you and your team’s work You have a comprehensive knowledge of project management tools and best practices You are an expert in operational excellence and have a strong attention to detail You’re a creative problem solver: you dig into challenges and create “handmade” solutions You have strong cross-functional and creative collaboration skills You are energized by ambiguous and fast-paced tech environments You possess a strong sense of urgency and are able to multitask and pivot with ease You are willing to act as project contributor, problem solve with stakeholders to address issues, and go beyond task and status management Certified Project Management (PMP) or Certified Associate Project Manager (CAPM) is a plus 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 contact talent@findheadway.com Headway employees work remotely across the US, with the option to work from offices in New York City and (coming soon!) San Francisco. Headway participates in E-Verify. To learn more, click  here.