Senior Manager, Agent Success

Remote

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Mental Health, Healthcare Technology, SaaSIndustries

Requirements

Candidates should have over 7 years of experience in customer experience operations, enablement, or quality assurance leadership, preferably in high-volume settings. A proven track record of managing and developing high-performing teams is essential, along with strong data analysis skills to drive actionable improvements. Experience in creating scalable enablement and QA programs for both internal and outsourced teams is required, as is a high degree of organization and operational excellence. The ability to collaborate effectively and influence multiple stakeholders in fast-paced, complex environments is also necessary.

Responsibilities

The Senior Manager, Agent Success will lead and integrate Enablement, Knowledge Management, and QA teams, ensuring strategic alignment and collaboration. They will develop and execute a comprehensive Agent Success strategy based on QA insights and operational data. This role involves building scalable enablement programs for onboarding and continuous development, ensuring the knowledge base is accurate and accessible, and overseeing quality assessment programs to enhance agent performance. Additionally, the manager will establish feedback loops for process improvement and partner with cross-functional teams to support operational goals.

Skills

Enablement

Knowledge Management

Quality Assurance (QA)

Team Leadership

Strategic Planning

Operational Systems

Customer Experience

Performance Management

Headway

Connects patients with affordable mental health services

About Headway

Headway simplifies the process of finding and paying for mental health therapy. It operates in the mental health market, addressing the challenge that many Americans face in accessing care due to high costs and complicated insurance processes. For individuals, Headway provides a platform where they can easily search for therapists and psychiatrists who accept their insurance, allowing them to find the right mental health care without incurring out-of-pocket expenses. For mental health care providers, Headway reduces the administrative workload associated with accepting insurance, enabling them to focus more on patient care. The company connects patients with providers while ensuring effective use of insurance, and it generates revenue by partnering with health plans and providers. Headway's goal is to create a more accessible and affordable mental healthcare system.

New York City, New YorkHeadquarters

2019Year Founded

$318.1MTotal Funding

LATE_VCCompany Stage

HealthcareIndustries

1,001-5,000Employees