CX Program Manager

About The OpportunityThe organization is on a mission to simplify access to high-quality, affordable mental health care by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. When a provider joins the network, they gain access to a suite of tools that help them better run and grow their business, and develop as a provider. The organization is available in all 50 states, with a growing network of therapists. Anyone looking for a therapist can browse the organization’s free directory.The organization is looking for a mission-driven, proactive team member passionate about simplifying access to high-quality, affordable mental health care. As a Program Manager focused on Delivery Operations, this role will directly support the Customer Experience (CX) Delivery team, driving operational excellence for 70-100 team members. Reporting to the Senior Manager of CX Operations, this role will play a pivotal role in launching and optimizing tools, systems, and programs to enhance the customer, agent, and management experiences.This role will collaborate closely with Delivery leadership, Business Intelligence, Product & Engineering, People & Culture, and cross-functional stakeholders to implement strategic initiatives and ensure alignment across the organization.Key ResponsibilitiesLead and manage the end-to-end implementation of new tools, systems, and processes aimed at improving operational efficiency, customer satisfaction, agent productivity, and performance management.Build programmatic solutions to influence and drive metrics such as: customer satisfaction (CSAT), solves per hour (SPH), first-contact resolution (FCR), one-touch resolution (OTR), agent productivity, adoption rates for new tools, and internal user experience feedback.Establish robust project management frameworks, timelines, and governance processes to ensure timely launches and seamless integration of new systems and tools into the Delivery organization.Partner closely with Delivery teams and stakeholders across VOC, BI, and People & Culture to gather requirements, identify opportunities, mitigate risks, and drive continuous improvement.Provide operational insights, reporting, and analysis to track the impact of implemented programs and recommend ongoing optimizations.Facilitate clear and effective communication around program launches, status updates, training, and documentation to ensure smooth transitions and high adoption rates.Required Qualifications4-6 years of experience in operations, program/project management, or business operations, within customer support or CX operations, ideally at a fast-paced tech/startup environment, and 2+ years of direct people management experience.Proven track record managing complex, cross-functional projects, particularly around the launch and optimization of operational tools and systems.Strong analytical skills, with the ability to translate data into clear insights, actionable strategies, and measurable outcomes.Demonstrated experience in stakeholder management, and the ability to effectively communicate and build alignment across multiple teams and levels within an organization.Highly organized with exceptional attention to detail and project management discipline.Passionate about the organization’s mission, and committed to fostering Diversity, Equity, and Inclusion (DE&I).BenefitsRemote-first companyHealth insurance plans (medical and dental) and vision insuranceFSA and HSA plans401K planMonthly therapy and wellness stipendsMonthly co-working space membership stipendMonthly work-from-home stipendFinancial wellness benefitsPet discount programFinancial perks and rewardsEAP accessOne-time home office stipend to set up your home officeComprehensive parental leave plans12 paid holidays and one organization Give Back DayFlexible PTOSalary Band: $100,000 - $125,000The hiring organization is an equal opportunity employer committed to building a diverse and inclusive team.DisclaimerSwooped isn’t the EOR (Employer of Record) for this position. Instead, our role in this specific opportunity is to link outstanding candidates with a top-tier employer.