Director of Customer Experience Operations

Join Headway, a fast-growing consumer healthcare business, as the Director of Customer Experience Operations. In this senior leadership role, you will lead the entire CX operation, own the customer experience end to end, and drive the implementation of AI in the operation. You will also be responsible for capacity and cost management, building the engine behind great support, and being the customer's voice inside R&D. The ideal candidate will have 10+ years of experience in customer experience, support, or service operations and strategy, including 5+ years leading teams of managers.

You care about the patients and providers on the other end of every contact, and you are motivated to advance Headway's mission to make mental healthcare more accessible and affordable across the United States

You know the CX landscape and tooling stack deeply, including what is genuinely cutting edge, and you're AI-native in how you work. You've rebuilt your own workflows around these tools and have a real point of view on what is worth adopting to transform an operation rather than just adding tools to it

Responsibilities

• Diriger l'ensemble de l'opération CX, y compris le succès des agents, le service client, les programmes et les systèmes, en étant responsable de l'expérience client chez Headway.
• Diriger et développer une équipe de plus de 100 employés de Headway et plus de 800 agents partenaires, en supervisant le recrutement et la performance au sein de la fonction.
• Mettre en œuvre des solutions d'intelligence artificielle et d'automatisation pour améliorer l'expérience client, en co-dirigeant l'agenda avec le directeur produit pour CX.
• You have run a blended internal and outsourced support organization at the scale of several hundred agents inside a high-growth technology company, managing partners from the client side and holding them to both performance and commercial commitments

Requirements

• You own the cost line, not just service levels, and you are comfortable with demand forecasting, capacity planning, and headcount ownership
• You have partnered closely with R&D, using evidence from your own operation to influence what gets built, and you operate beyond your own function rather than running a siloed org
• Nice to have: experience in healthcare, insurance, or other industries with complex customer interactions
• You have led a support organization through an AI or automation transition, and you can say why it delivered a better customer experience rather than only a lower cost
• You have 10+ years in customer experience, support, or service operations and strategy, including 5+ years leading teams of managers

Pay

USD 160,000 - 250,000