Director of Customer Experience Operations

Headway
United States
Workplace: RemoteFull timeUSD 160,000 - 250,000 annuallyFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["Leadership","Strategic thinking","Problem-solving","Cross-functional collaboration","Customer focus"]

Own end-to-end customer experience for patients and providers by setting support standards, managing operational performance, and leading teams across Agent Success, Customer Care, Programs, and Systems. Drive AI and automation to improve response quality and reduce repeat contacts. Forecast demand, plan capacity, and manage cost-per-contact while building the training, QA, procedures, and tooling that scale with rapid growth—serving as the customer voice to R&D.

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FursaFursa
Headway
Headway
1 week ago

Director of Customer Experience Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own end-to-end customer experience for patients and providers by setting support standards, managing operational performance, and leading teams across Agent Success, Customer Care, Programs, and Systems. Drive AI and automation to improve response quality and reduce repeat contacts. Forecast demand, plan capacity, and manage cost-per-contact while building the training, QA, procedures, and tooling that scale with rapid growth—serving as the customer voice to R&D.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Own customer experience end to end by setting support standards, owning the scorecard, and being accountable for operational performance.
  • •Lead and grow teams across Agent Success, Customer Care, Programs, and Systems, including developing managers, hiring, and performance management.
  • •Co-own the AI agenda with the Director of Product for CX to improve customer experience through automation and set quality bar requirements.
  • •Own capacity and cost by forecasting demand, staffing internal and outsourced capacity, and holding cost-per-contact targets while improving quality.
  • •Build the support engine by owning training, quality assurance, agent procedures, and the technology the team runs on; bring evidence to R&D to reduce upstream support demand.

Pay and Benefits

Salary: USD 160,000 - 250,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionHsa401kParental LeavePaid LeaveEapLearning Budget

Key Requirements

  • •10+ years in customer experience, support, or service operations and strategy, including 5+ years leading teams of managers.
  • •Experience running a blended internal and outsourced support organization at the scale of several hundred agents in a high-growth technology company.
  • •Own both cost line and service levels, including demand forecasting, capacity planning, and headcount ownership.
  • •Lead a support organization through an AI or automation transition and be able to explain customer-experience improvements.
  • •Partner closely with R&D using evidence from your operation to influence what gets built and push fixes that reduce upstream support demand.
Experience:10+ yearsHigh-growth technologyCustomer experienceSupport operationsConsumer healthcareMental healthcareHealthcareInsurance
Skills:LeadershipStrategic thinkingProblem-solvingCross-functional collaborationCustomer focus

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