Customer Care Systems Lead
H
HeadwayMental healthcare
RemoteFull-TimeLead
Salary99,280 - 146,000 USD per year
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Job Details
- Experience
- 3–5+ years of experience
- Required Skills
- SQLQATableauCRMLooker
Requirements
- You have 3–5+ years of experience in CX operations, analytics, or systems — ideally with exposure to all three
- You've configured or optimized a voice/telephony platform (IVR, call routing, voice bots) — Five9, Genesys, Twilio, Amazon Connect, or similar
- You're comfortable working with new tools, integrations, and configurations across the CX tech stack (CRM, QA, WFM) and can plug in when needed.
- You've deployed or meaningfully improved an AI tool in a CX context — and have the adoption metrics to prove it
- You're comfortable pulling and presenting data without relying on a dedicated analyst — SQL, Looker, Tableau, Metabase, or similar
- You thrive in ambiguity and move fast without sacrificing quality; you know when to ship and when to wait
- You're an analytical and creative problem solver: you dig into root causes, quantify impact, and build solutions that are elegant enough to scale
- You communicate clearly to both technical and non-technical stakeholders, and know how to influence without formal authority
- You're motivated by making an impact on one of our generation's defining problems — making mental healthcare affordable and accessible
Responsibilities
- Own CX systems metrics and reporting — design, maintain, and evolve dashboards that track key performance metrics (routing accuracy, system uptime, tool utilization) and translate data into clear operational recommendations for CX leadership
- Lead AI adoption across the CX team — measuring impact rigorously; drive agent adoption through enablement and change management
- Configure and optimize the voice/telephony platform — own IVR design, intelligent call routing, queue management, and voice bot scripting; ensure routing logic reflects current business priorities
- Partner with Engineering, IT, Product, and BPO teams to translate CX business requirements into scalable technical configurations
- Manage end-to-end technical programs — from scoping and vendor alignment through deployment and post-launch measurement
- Proactively identify system, analytics, and process gaps; build the business case and drive improvements from idea to production
- Represent the CX team in cross-functional initiatives and be the go-to expert on CX data, AI tooling, and voice systems
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