Director of Product, CX Product

🕒 il y a 26 jours

🇺🇸 États-Unis – Télétravail

💵 $249 600 - $312 000 / an

⏰ Temps Plein

🔴 Expert

✅ Responsable Produit

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Headway

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2019

⚕️ Assurance santé

🧘 Bien-être

Healthcare Insurance • Wellness

Headway est une plateforme qui connecte les individus avec des prestataires de soins de santé mentale, les aidant à trouver le bon professionnel en fonction de leurs besoins et de leur couverture d'assurance. En partenariat avec de nombreux assureurs, Headway garantit que les utilisateurs peuvent accéder à des soins de santé mentale à un prix abordable. Elle offre des options de soins aussi bien en personne qu'en virtuel, et gère les processus de paiement et de facturation pour une expérience sans tracas. L'objectif de la plateforme est de simplifier la recherche et l'accès à la thérapie et au soutien psychiatrique pour les utilisateurs, leur permettant de se concentrer sur leur santé mentale sans les contraintes administratives.

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..

🎯 Exigences

• 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.

🏖️ Avantages

• 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