Headway

3 weeks ago

Director of Product, CX Product

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Build Headway’s CX product function from the ground up, owning the vision and strategy for how patients and providers get help. Lead AI-powered self-resolution, context-aware agent tooling, proactive engagement, and multi-channel experiences (email, text, voice) with intelligent routing. Create the knowledge/quality layer and feedback loops that connect support insights to upstream product fixes, while measuring impact on customer satisfaction and cost-to-serve.

Location: San Francisco, Seattle, New York

Workplace: Remote

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Define the vision and strategy for Headway’s CX product, including AI-powered resolution, agent tooling, proactive engagement, channel strategy, knowledge systems, and support-to-product feedback loops.
•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 by building agentic workflows and API integrations and setting the autonomy framework, including guardrails and human escalation.
•Launch and unify contact channels (email, text, voice) with intelligent routing that adapts experiences to customer context, value, and issue type.
•Own the knowledge and quality layer (machine-readable SOPs, AI evaluation frameworks, crisis escalation) and partner with CX Operations on agent tooling; surface high-impact defects to upstream teams.

Pay and Benefits

Salary: USD 300,000 - 375,000 annually

Equity and Bonus:Equity

Perks:EquityHealth InsuranceDentalVision401kRemote WorkPaid LeaveHsaFsa

Key Requirements

•8+ years of product leadership experience, including 3+ years managing PMs, with a track record building CX/support products at scale.
•Shipped AI-powered CX products and have a strong point of view on how AI transforms customer support.
•Launched or scaled multi-channel CX systems and implemented intelligent routing for personalized experiences.
•Demonstrated ability to reduce support costs while improving customer satisfaction.
•Thrive at the intersection of product and operations.

Experience:8+ years

Skills:Product leadershipTeam leadershipCross-functional collaborationStrategic thinkingCustomer-centric mindset

Tech Stack:AIAgentic workflowsAPI integrationsEmailTextVoiceIntelligent routingMachine-readable SOPs

Company Brief

Headway

Headway is a technology-driven mental health platform that connects patients with licensed therapists and streamlines insurance-based mental healthcare access for providers and practices across the United States.

Industry: Mental Health

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: New York, United States

Founded: 2017

Website

Loading job details...

Preparing the role view and application actions.

Headway

3 weeks ago

Director of Product, CX Product

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: San Francisco, Seattle, New York

Workplace: Remote

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Define the vision and strategy for Headway’s CX product, including AI-powered resolution, agent tooling, proactive engagement, channel strategy, knowledge systems, and support-to-product feedback loops.
•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 by building agentic workflows and API integrations and setting the autonomy framework, including guardrails and human escalation.
•Launch and unify contact channels (email, text, voice) with intelligent routing that adapts experiences to customer context, value, and issue type.
•Own the knowledge and quality layer (machine-readable SOPs, AI evaluation frameworks, crisis escalation) and partner with CX Operations on agent tooling; surface high-impact defects to upstream teams.

Pay and Benefits

Salary: USD 300,000 - 375,000 annually

Equity and Bonus:Equity

Perks:EquityHealth InsuranceDentalVision401kRemote WorkPaid LeaveHsaFsa

Key Requirements

•8+ years of product leadership experience, including 3+ years managing PMs, with a track record building CX/support products at scale.
•Shipped AI-powered CX products and have a strong point of view on how AI transforms customer support.
•Launched or scaled multi-channel CX systems and implemented intelligent routing for personalized experiences.
•Demonstrated ability to reduce support costs while improving customer satisfaction.
•Thrive at the intersection of product and operations.

Experience:8+ years

Skills:Product leadershipTeam leadershipCross-functional collaborationStrategic thinkingCustomer-centric mindset

Tech Stack:AIAgentic workflowsAPI integrationsEmailTextVoiceIntelligent routingMachine-readable SOPs

Company Brief

Headway

Industry: Mental Health

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: New York, United States

Founded: 2017

Website