Director of Product, CX Product

🔥 4 hours ago

🏄 California, New York, +1 more states – Remote

🏄 California – Remote 🗽 New York – Remote ☕ Washington – Remote

💵 $300k - $375k / year

⏰ Full Time

🔴 Lead

✅ Product Manager

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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

• Define the vision and strategy for Headway's CX product — spanning AI-powered resolution, agent tooling, proactive engagement, channel strategy, knowledge systems, and the feedback loops that connect support insights back to the product. • Build and lead a team of product managers focused on reducing cost-to-serve while increasing resolution quality and customer satisfaction. • Own the AI resolution layer — build the agentic workflows and API integrations that enable the AI agent to actually resolve problems, not just answer questions. Define the autonomy framework: what AI handles without human involvement, what needs guardrails, and what requires a human. • Build proactive engagement — systems that contact customers before they discover problems. Shift Headway's CX from reactive to proactive. • Launch and unify all contact channels — email, text, and voice — with intelligent routing that delivers differentiated experiences based on customer context, value, and issue type. • Own the knowledge and quality layer — machine-readable SOPs, AI evaluation frameworks and crisis escalation pathways. • Partner deeply with CX Operations to build agent tooling that makes human agents dramatically more effective — AI copilot, full journey context, auto-generated summaries. • Close the feedback loop: build the system that identifies the highest-impact product defects driving support volume and surfaces them to insurance platform teams for upstream fixes. • Establish measurement frameworks that connect CX product investments to business outcomes.

🎯 Requirements

• You are a product leader with 8+ years of experience, including at least 3 years managing PMs, with a track record of building CX/support products at scale. • You have a strong point of view on how AI will transform customer support — and you've shipped AI-powered CX products. • You've launched or scaled multi-channel CX systems and used intelligent routing for personalized experiences. • You've demonstrated the ability to simultaneously reduce support costs and improve customer satisfaction. • You thrive at the intersection of product and operations. • Nice to have: experience in healthcare, insurance, or other industries with complex customer interactions.

🏖️ Benefits

• Equity compensation • 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 as well as a Holiday Break during the week between December 25th and December 31st • Flexible PTO • Employee Assistance Program (EAP) • Training and professional development