Director of Product, CX Product

Headway•Seattle, WA

15h•Remote

About The Position

Headway is building a new mental healthcare system that everyone can access by solving the barrier of insurance. They have automated the administrative work for providers, and over 70,000 providers use their software, serving over 1 million patients. Headway is developing tools for therapists, improving the experience of finding a therapist, and investing in platform foundations for scale. They are a Series D company with significant funding, seeking individuals to help achieve their mission and make this the most meaningful experience of their careers. This role focuses on the Customer Experience (CX) as a product. Currently, hundreds of thousands of patients and providers interact with Headway's support systems, largely handled by human agents using disconnected tools. The Director of Product for CX will establish Headway's CX product function, defining the vision and strategy for how customers get help. This includes leveraging AI for self-resolution, developing context-aware agent tools, and creating feedback loops to integrate support insights back into the product. The goal is to transform customer support, enhancing satisfaction and cost efficiency.

Requirements

Product leader with 8+ years of experience
At least 3 years managing Product Managers
Track record of building CX/support products at scale
Strong point of view on how AI will transform customer support
Shipped AI-powered CX products
Launched or scaled multi-channel CX systems
Used intelligent routing for personalized experiences
Demonstrated ability to simultaneously reduce support costs and improve customer satisfaction
Thrive at the intersection of product and operations

Nice To Haves

Experience in healthcare
Experience in insurance
Experience in other industries with complex customer interactions

Responsibilities

Define the vision and strategy for Headway's CX product — spanning AI-powered resolution, agent tooling, proactive engagement, channel strategy, knowledge systems, and feedback loops.
Build and lead a team of product managers focused on reducing cost-to-serve while increasing resolution quality and customer satisfaction.
Own the AI resolution layer, building agentic workflows and API integrations for AI agents to resolve problems.
Define the AI autonomy framework: determining what AI handles independently, what requires guardrails, and what needs human involvement.
Build proactive engagement systems to address customer issues before they arise, shifting CX from reactive to proactive.
Launch and unify all contact channels (email, text, voice) with intelligent routing for personalized experiences based on customer context, value, and issue type.
Own the knowledge and quality layer, including machine-readable SOPs, AI evaluation frameworks, and crisis escalation pathways.
Partner with CX Operations to build agent tooling, such as AI copilots, full journey context, and auto-generated summaries, to enhance agent effectiveness.
Close the feedback loop by building systems to identify high-impact product defects driving support volume and surfacing them to insurance platform teams for upstream fixes.
Establish measurement frameworks that connect CX product investments to business outcomes.