Job Description

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’d be a great fit if…

• 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