Vendor Operations Lead - Remote

Overview

Headway’s mission is a big one – to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance.

1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice.

Headway was founded in 2019. Since then, we’ve grown into a diverse, national network of over 45,000 mental healthcare providers across all 50 states who run their practice on our software and have served over 1 million patients. We’re a Series D company with over $325m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures and Health Care Service Corporation.

We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.

In Short

• Oversee relationships with BPO partners and drive results.
• Scale customer services infrastructure as the company expands.
• Manage day-to-day execution and performance of BPO partnerships.
• Collaborate with internal teams for continuous improvement.
• Monitor BPO performance against SLAs and customer satisfaction metrics.
• Analyze operational data to identify trends and opportunities for improvement.
• Support process optimization initiatives to enhance efficiency.
• Ensure strong execution of operational strategies.

Requirements

• 3-5+ years of experience in CX operations or vendor management.
• Experience managing outsourced operations and BPO performance.
• Data-driven with experience in tracking CX metrics.
• Collaborative and detail-oriented with strong cross-functional skills.
• Strong problem-solving mindset with a track record of process improvements.
• Ability to thrive in fast-moving environments.
• Empathetic and adaptable, passionate about customer experiences.
• Motivated by making an impact in mental healthcare.

Benefits

• Equity Compensation.
• Medical, Dental, and Vision coverage.
• HSA / FSA.
• 401K.
• Work-from-Home Stipend.
• Therapy Reimbursement.
• 16-week parental leave for eligible employees.
• Flexible PTO.
• Employee Assistance Program (EAP).
• Training and professional development.