Patient Experience & Partner Operations Lead

Headway; United States; Remote; USD 95,000 - 125,000; Full time

Job summary

Headway is seeking a skilled CX Operations Leader to own and optimize partner performance with BPO providers in the United States. You will drive initiatives, set performance goals, and act as the bridge between external partners and internal teams to ensure exceptional patient experience.

The role relies on strong analytical abilities and a passion for improving mental health care access, with autonomy and a mission-driven culture at Headway.

Qualifications

• 4+ years in CX operations with BPO management experience.
• Analytical, unflappable, and motivated by our mission.

Responsibilities

• Manage partner performance, track goals, and lead improvement initiatives.
• Be the main contact between BPO partners and internal teams.
• Use data to find root causes and build scalable processes.

Skills

CX operations

BPO management

Data analysis

Process improvement

Tools

CRM systems

Data dashboards

SQL

Job description

Headway is seeking a skilled CX Operations Leader to own and optimize partner performance with BPO providers in the United States. You will drive initiatives, set performance goals, and act as the bridge between external partners and internal teams to ensure exceptional patient experience.

The role relies on strong analytical abilities and a passion for improving mental health care access, with autonomy and a mission-driven culture at Headway.