Vendor Operations Lead, CX

1 in 4 people in the US have a treatable mental health condition, but most providers don't accept insurance, making therapy too expensive for most people. Headway’s mission is to fix this by building a new mental healthcare system everyone can access. We started by solving the biggest barrier to care: insurance. The admin work - credentialing, claims, payment reconciliation - is a nightmare. We've automated that. But we're going further. Over 90,000 providers across all 50 states run their practice on our software, serving over 2.6 million patients. We are building the best tools for therapists to run their entire practice, reimagining the experience of finding a therapist, and investing in the platform foundations to enable this at scale, and building much of it with AI. We aren't just a billing layer; we are becoming the platform where care actually happens. We're a Series D company with $325M+ in funding (a16z, Accel, Spark Capital, etc.), looking for exceptional people to help us achieve this mission. We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.

• About the Team & Role
• Headway is looking for an experienced Vendor Operations Lead to own our patient-facing BPO partnerships and drive results. The person in this role will help scale the programs that connect people with mental health care as Headway grows. Our Customer Experience team is the tip of the spear that will make affordable mental health care a reality for millions, and you will be there to shape the experience patients have when they first reach out. In this position, you will bring a bias for action to a fast-moving, high-volume operation. You'll manage day-to-day partner performance, hold our BPO partners to clear standards, and be the main point of contact between the BPO and our internal teams. You'll work closely with partner leadership to improve conversion, so more patients who reach out leave with an appointment, while keeping quality and service strong. The person in this role will have the opportunity to build the systems, processes and structure a fast-growing program needs. You'll play a pivotal role in strengthening the foundation behind key metrics like conversion, quality, responsiveness and patient satisfaction.
• You Will
• Own day-to-day BPO partner performance, including tracking results against goals and leading improvement initiatives.
• Serve as the main point of contact between our BPO partners and internal teams, keeping priorities and expectations aligned.
• Meet regularly with BPO leadership to address ongoing challenges and keep performance moving toward goal.
• Use data to spot trends, find root causes, and turn insights into clear action plans.
• Partner with cross-functional teams to make sure BPO partners have what they need to succeed.
• Build and improve the processes and structure that let our programs scale.
• Contribute to the short, medium and long-term strategy for Headway's BPO operations.
• You’d be a great fit if…
• You've worked in contact center or CX operations for 4+ years and have a strong understanding of its metrics, processes and tools.
• You have experience managing BPO or outsourced teams, and you know how to build a respectful partnership while holding partners accountable for results.
• You're analytically minded and use data to understand why performance changed and what to do about it.
• You have a track record of improving operations and building structure where none existed.
• You're operationally excellent and unflappable in a fast-moving environment.
• You seek an environment that fosters growth through open feedback and high autonomy.
• You're motivated by the opportunity to make an impact on one of our generation's defining problems: making mental health care accessible and affordable.
• Bonus: you've managed BPO teams in a sales, conversion or retention capacity. This is a full-time position open to candidates across all US geographic locations. Headway employees work remotely across the US, with the option to work from our offices in New York City or San Francisco. Candidates must have a quiet, private work space equipped with high-speed internet to fulfill shifts. We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem - across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience. Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please inform the recruiter when they contact you to schedule your interview. Headway participates in E-Verify. To learn more, click here. https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf A notice to Headway applicants: To protect yourself against phishing and recruitment fraud, please note that Headway only accepts applications through our official careers page at https://headway.co/careers. Headway will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from a @findheadway.com http://findheadway.com email address. If you are contacted by someone claiming to be from Headway via an unofficial channel, please do not share any information and report it as spam.