Director of Customer Experience Operations

Job not on LinkedIn

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $160k - $250k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 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 the customer experience end to end for patients and providers • Set the standard for great support and own the CX performance scorecard • Lead teams across Agent Success, Customer Care, Programs, and Systems • Develop managers and own hiring and performance across the function • Co-own the AI and automation agenda with the Director of Product for CX • Decide where AI and automation create the most operational value and set quality standards • Forecast demand and staff internal and outsourced capacity • Manage cost-per-contact targets while improving quality • Own training, quality assurance, agent procedures, and support technology • Represent the CX function to the executive team • Serve as the customer's voice inside R&D and advocate for upstream product fixes

🎯 Requirements

• 10+ years in customer experience, support, or service operations and strategy • 5+ years leading teams of managers • Experience running a blended internal and outsourced support organization at the scale of several hundred agents inside a high-growth technology company • Experience managing outsourcing partners from the client side and holding them to performance and commercial commitments • Experience with demand forecasting, capacity planning, cost ownership, and headcount ownership • Experience leading a support organization through an AI or automation transition • Deep knowledge of the CX landscape and tooling stack • AI-native working approach and experience transforming workflows with AI tools • Experience partnering closely with R&D to influence product development using operational evidence • Motivation to advance mental healthcare accessibility and affordability across the United States • Experience in healthcare, insurance, or other industries with complex customer interactions (nice to have)

🏖️ 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 • Holiday Break during the week between December 25th and December 31st • Flexible PTO • Employee Assistance Program (EAP) • Training and professional development • Reasonable accommodations for persons with disabilities