Vendor Operations Lead, CX

Headway

23h • $95,200 - $140,000 • Remote

About The Position

Headway is seeking an experienced Vendor Operations Lead to own patient-facing BPO partnerships and drive results as the company scales programs that connect people with mental health care. The role supports the Customer Experience team and helps shape the experience patients have when they first reach out for care.

The lead manages day-to-day partner performance in a fast-moving, high-volume operation, sets and upholds clear standards, and serves as the primary point of contact between BPO partners and internal teams. Working with partner leadership, the role focuses on improving conversion while maintaining service quality. The lead will also build the systems, processes, and structure needed to scale the program and strengthen performance in conversion, quality, responsiveness, and patient satisfaction.

This is a full-time position open to candidates anywhere in the United States. Headway employees work remotely across the US, with the option to work from offices in New York City or San Francisco. Candidates need a quiet, private workspace with high-speed internet to fulfill shifts.

Requirements

• At least 4 years of experience in contact center or customer experience operations, with a strong understanding of its metrics, processes, and tools.
• Experience managing BPO or outsourced teams and building respectful partnerships while holding partners accountable for results.
• Analytical ability to use data to understand performance changes and determine appropriate actions.
• A track record of improving operations and building structure where none existed.
• Operational excellence and composure in a fast-moving environment.
• Interest in an environment that fosters growth through open feedback and high autonomy.
• Motivation to help make mental health care accessible and affordable.
• A quiet, private workspace equipped with high-speed internet to fulfill shifts.

Nice To Haves

• Experience managing BPO teams in a sales, conversion, or retention capacity.

Responsibilities

• Own day-to-day BPO partner performance, track results against goals, and lead improvement initiatives.
• Serve as the main point of contact between BPO partners and internal teams, keeping priorities and expectations aligned.
• Meet regularly with BPO leadership to address ongoing challenges and keep performance moving toward goals.
• Use data to identify trends and root causes and turn insights into clear action plans.
• Partner with cross-functional teams to ensure BPO partners have what they need to succeed.
• Build and improve the processes and structure needed to scale programs.
• Contribute to the short-, medium-, and long-term strategy for Headway's BPO operations.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed