Director of Customer Experience Operations

About the Position

Director of Customer Experience Operations

Headway is on a mission to revolutionize mental healthcare by making it accessible and affordable for everyone. We are seeking a visionary Director of Customer Experience Operations to lead our customer experience team, ensuring that both patients and providers receive unparalleled support. This is a remote, full-time position with a competitive salary range of $160K - $250K and equity options.

Responsibilities

As the Director of Customer Experience (CX) Operations, you will:

• Own the customer experience end to end: Set the standard for what great support looks like at Headway, own the scorecard behind it, and be accountable for the operation's performance.
• Lead and grow the team: Manage teams across Agent Success, Customer Care, Programs, and Systems, develop managers, and oversee hiring and performance.
• Bring AI into the operation: Co-own the AI integration agenda with the Director of Product for CX, decide where it drives the most value, and set the quality bar.
• Own capacity and cost: Forecast demand, manage staffing across internal and outsourced capacity, and hold cost-per-contact targets while improving quality.
• Build the engine behind great support: Own training, quality assurance, procedures, and technology to ensure continuous improvement.
• Be the customer's voice inside R&D: Bring evidence from recurring contacts to R&D, shape investment priorities, and push for fixes that reduce support demand.

Requirements

• 10+ years in customer experience, support, or service operations and strategy, including 5+ years leading teams of managers.
• Experience running a blended internal and outsourced support organization at the scale of several hundred agents inside a high-growth technology company.
• Comfort with managing partners from the client side, holding them to performance and commercial commitments.
• Experience leading a support organization through an AI or automation transition.
• Deep knowledge of the CX landscape and tooling stack, with a point of view on what is worth adopting to transform an operation.
• Experience partnering closely with R&D to influence what gets built.
• A commitment to advancing Headway's mission to make mental healthcare more accessible and affordable.

Nice to Have

• Experience in healthcare, insurance, or other industries with complex customer interactions.

We Offer

• Competitive base salary range of $160K - $250K.
• Equity compensation.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• HSA / FSA.
• 401K.
• Work-from-Home Stipend.
• Therapy Reimbursement.
• 16-week parental leave for eligible employees.
• Carrot Fertility annual reimbursement and membership.
• 13 paid holidays each year and a Holiday Break during the week between December 25th and December 31st.
• Flexible PTO.
• Employee Assistance Program (EAP).
• Training and professional development.

About the Company

Headway is a Series D company with over $325M in funding from prominent investors like a16z, Accel, and Spark Capital. We are committed to building the best tools for therapists to run their entire practice and reimagining the experience of finding a therapist. Our platform serves over 75,000 providers across all 50 states, helping over 1 million patients.

We believe in the full inclusion of all qualified individuals and are committed to providing reasonable accommodations for persons with disabilities. Headway participates in E-Verify and only accepts applications through our official careers page at https://headway.co/careers.

Join us in our mission to change mental healthcare for the better.