Vendor Operations Lead (Fully Remote)

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

• Own patient-facing BPO partnerships and drive results at Headway.
• Shape the first experience patients have when seeking mental health care.

What You'll Do:

• 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.

Who You Are:

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

Why Headway?:

• Help make mental health care accessible and affordable.
• Grow through open feedback and high autonomy.

Headway

Headway is building a new mental healthcare system by automating insurance and administrative work for providers. As a Series D company with $325M+ funding and over 90,000 providers, we're scaling a mission-driven team focused on accessible, affordable care.