Director of Customer Experience Operations

Job not on LinkedIn

🕒 August 28

🇺🇸 United States – Remote

💵 $160k - $250k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 6%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Headway

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

🛡️ Insurance

💼 Consulting

📦 Logistics

Insurance • Consulting • Logistics

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

• 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

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