Director of Product, CX Product

🕒 May 11

🇺🇸 United States – Remote

💵 $249.6k - $312k / year

⏰ Full Time

🔴 Lead

✅ Product Manager

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Headway

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare Insurance • Wellness

Headway is a platform that connects individuals with mental health providers, helping them find the right fit according to their needs and insurance coverage. By partnering with numerous insurance providers, Headway ensures that users can access mental health care affordably. It offers both in-person and virtual care options, and manages the payment and billing processes for a hassle-free experience. The platform's aim is to simplify the search and access to therapy and psychiatric support for users, allowing them to focus on their mental health without the administrative burdens.

📋 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