Vendor Operations Lead

Headway; United States; Remote; USD 97,000 - 143,000; Full time

Job summary

Join an innovative company on a mission to transform mental healthcare. As a Vendor Operations Lead, you'll oversee BPO partnerships and optimize customer service processes. This role is pivotal in ensuring that affordable therapy is accessible to millions. If you're passionate about making a difference in mental health and thrive in a fast-paced environment, this opportunity is for you. Be part of a team dedicated to building a new healthcare system, where your contributions will directly impact the lives of many.

Benefits

Equity Compensation

Medical, Dental, and Vision coverage

HSA / FSA

401K

Work-from-Home Stipend

Therapy Reimbursement

16-week parental leave

Flexible PTO

Employee Assistance Program (EAP)

Training and professional development

Qualifications

• 3-5+ years in CX operations or vendor management roles.
• Experience managing outsourced operations and BPO performance.

Responsibilities

• Monitor and support BPO performance against SLAs and customer satisfaction metrics.
• Collaborate with internal teams to drive continuous improvement.

Skills

CX operations

vendor management

BPO support

data analysis

process optimization

problem-solving

Education

Bachelor's degree

Job description

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.

About The Role

Headway is looking for an experienced Vendor Operations Lead to oversee our relationships with our BPO partners and drive results. The person in this role will help scale our customer services infrastructure as we rapidly expand our geographic reach. Our CX team is the tip of the spear that will make affordable healthcare a reality for millions, and you will be there to shape this experience. This is a unique opportunity in an industry that needs to be rebuilt.

In this role, you will be responsible for the day-to-day execution and performance management of our BPO partnerships. You will act as the main point of contact for our BPO teams, ensuring that they meet key operational goals while maintaining high-quality service. You’ll collaborate with internal teams like Operations, Workforce Management (WFM), Quality Assurance (QA), and Training to drive continuous improvement.

This is an exciting opportunity for someone who thrives in fast-paced, high-growth environments and enjoys optimizing processes, solving operational challenges, and driving performance improvements at scale.

You will:

• Monitor and support BPO performance, ensuring adherence to SLAs, productivity goals, and customer satisfaction metrics.
• Act as a liaison between BPO partners and internal teams, ensuring alignment and clear communication.
• Analyze operational data to identify trends, challenges, and opportunities for improvement.
• Collaborate with cross-functional teams (Operations, Enablement, WFM, and QA) to ensure BPO teams are fully equipped to meet performance expectations.
• Support process optimization initiatives to enhance efficiency, scalability, and service quality.
• Work closely with BPO managers to address any ongoing challenges and ensure continuous performance improvements.
• Ensure strong execution of operational strategies that contribute to Headway’s broader CX and business objectives.
• You have 3-5+ years of experience in CX operations, vendor management, or BPO support roles.
• You have experience managing outsourced operations and understand BPO performance management best practices.
• You are highly data-driven, with experience tracking and analyzing CX metrics (e.g., CSAT, SLA compliance, AHT, First Call Resolution).
• You are collaborative and detail-oriented, with a strong ability to work cross-functionally with teams like WFM, QA, and Training.
• You have a strong problem-solving mindset, with a track record of implementing process improvements that enhance efficiency and quality.
• You thrive in fast-moving environments and can balance short-term execution with long-term strategic thinking.
• You are empathetic, adaptable, and passionate about delivering exceptional customer experiences.
• You are motivated by the opportunity to make an impact in the mental healthcare space, helping to build a system that makes therapy accessible to millions.

Compensation and Benefits:

The expected base pay range for this position is $97,240 -$143,000 , based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for performance-based variable compensation and an equity grant, depending on the position and level.

We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.

• Benefits offered include:
• Equity Compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development

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 employees work remotely across the US, with the option to work from offices in New York City, San Francisco and Seattle. Headway participates in E-Verify. To learn more, clickhere.

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