Lead, CX Change Management at Headway | Torre
Lead, CX Change Management
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Headway

Lead, CX Change Management

Headway
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Full-time

USD75.4K - 100K/year

~COP150M - 200M/year

+ Equity

+ Bonuses

location_on
Remote (anywhere)
Posted about 3 years ago

Responsibilities

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. We launched in April of 2019 and are now powering 400,000+ appointments per month. To scale our vision, we’ve raised over $100 million in funding from a16z, Thrive, Accel, and Google Ventures. 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. 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 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. Responsibilities: - 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
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