Vendor Operations Lead, CX

Job not on LinkedIn

🕒 October 17

🇺🇸 United States – Remote

💵 $95.2k - $140k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 0%

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Headway

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2019

🏥 Healthcare

🏪 Marketplace

☁️ SaaS

💰 $100M Series D - Headway on 2024-07

Healthcare • Marketplace • SaaS

Headway is a healthcare technology company (Therapymatch, Inc. ) that operates an insurance-native marketplace connecting people with licensed mental health providers — therapists and psychiatrists — for in-person and online care. Headway matches users with providers by specialty, location, and insurance coverage, handles insurance verification and billing, and offers tools for providers (provider portal and an insurance-native EHR) to reduce administrative burden. The platform partners with 100+ insurance plans, supports many languages, and emphasizes affordable, in-network mental health care.

📋 Description

• Own day-to-day BPO partner performance, tracking results against goals and leading improvement initiatives • Serve as the main point of contact between BPO partners and internal teams • Meet regularly with BPO leadership to address challenges and improve performance • Use data to identify trends and root causes and create action plans • Partner with cross-functional teams to support BPO partner success • Build and improve scalable processes and program structure • Contribute to short-, medium-, and long-term BPO operations strategy • Help scale patient-facing programs connecting people with mental health care • Improve conversion, quality, responsiveness, and patient satisfaction

🎯 Requirements

• 4+ years of experience in contact center or CX operations • Strong understanding of contact center/CX metrics, processes, and tools • Experience managing BPO or outsourced teams • Ability to build respectful partnerships while holding partners accountable for results • Analytical ability to identify performance trends, root causes, and actions • Track record of improving operations and building structure where none existed • Operational excellence in a fast-moving environment • Quiet, private workspace equipped with high-speed internet • Authorized to work in the United States for any employer • Bonus: experience managing BPO teams in sales, conversion, or retention capacity

🏖️ Benefits

• Equity • Robust health and wellness benefits • Retirement savings • Remote work across the US • Option to work from Headway offices in New York City or San Francisco • Reasonable accommodations for persons with disabilities