Vendor Operations Lead, CX

The role

The Vendor Operations Lead will own patient-facing BPO partnerships and drive results. You will manage day-to-day partner performance and act as the main contact between BPO partners and internal teams.

What you will do

• Own day-to-day BPO partner performance, including tracking results against goals and leading improvement initiatives.
• Serve as the main point of contact between our BPO partners and internal teams.
• Meet regularly with BPO leadership to address ongoing challenges and keep performance moving toward goal.
• Use data to spot trends, find root causes, and turn insights into clear action plans.
• Partner with cross-functional teams to make sure BPO partners have what they need to succeed.
• Build and improve the processes and structure that let our programs scale.
• Contribute to the short, medium and long-term strategy for Headway's BPO operations.

Required qualifications

• 4+ years in contact center or CX operations with a strong understanding of its metrics, processes and tools.
• Experience managing BPO or outsourced teams.
• Analytically minded and use data to understand performance changes.
• Track record of improving operations and building structure.
• Operationally excellent and unflappable in a fast-moving environment.
• Quiet, private work space equipped with high-speed internet.

Nice to have

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

Benefits

• Medical
• Dental
• Vision
• HSA/FSA
• 401(k) including match for 2027!
• Carrot Fertility reimbursement
• Paid parental leave
• Paid medical leave
• Paid caregiver leave

About the company

Headway is a Series D company building a new mental healthcare system to make care accessible and affordable. They provide software to over 90,000 providers across all 50 states.