Vendor Operations Lead, CX

Job not on LinkedIn

🕒 October 17

🇺🇸 United States – Remote

💵 $95.2k - $140k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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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 day-to-day BPO partner performance, tracking results against goals and leading improvement initiatives • Serve as the main point of contact between BPO partners and internal teams • Meet regularly with BPO leadership to address challenges and improve performance • Use data to identify trends and root causes and create action plans • Partner with cross-functional teams to support BPO partner success • Build and improve scalable processes and program structure • Contribute to short-, medium-, and long-term BPO operations strategy • Help scale patient-facing programs connecting people with mental health care • Improve conversion, quality, responsiveness, and patient satisfaction

🎯 Requirements

• 4+ years of experience in contact center or CX operations • Strong understanding of contact center/CX metrics, processes, and tools • Experience managing BPO or outsourced teams • Ability to build respectful partnerships while holding partners accountable for results • Analytical ability to identify performance trends, root causes, and actions • Track record of improving operations and building structure where none existed • Operational excellence in a fast-moving environment • Quiet, private workspace equipped with high-speed internet • Authorized to work in the United States for any employer • Bonus: experience managing BPO teams in sales, conversion, or retention capacity

🏖️ Benefits

• Equity • Robust health and wellness benefits • Retirement savings • Remote work across the US • Option to work from Headway offices in New York City or San Francisco • Reasonable accommodations for persons with disabilities

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