Website Headway
Headway is hiring a senior leader to run customer experience operations for patients and providers using its mental healthcare platform. The director will oversee managers, internal support teams, and outsourced partners while taking responsibility for quality, staffing, costs, and service improvements. This is a remote U.S. leadership opening rather than an entry-level support position. Applicants need extensive experience operating a large support organization and evidence that they can introduce automation while improving the experience customers receive.
Remote work and eligibility
Official employer ATS identifies a remote United States location. Additional state limits or shift restrictions are not specified. Headway participates in E-Verify.
Schedule: Full-time; exact shift not stated.
Main responsibilities
- Set service standards and performance measures and develop managers across the customer experience operation.
- Plan staffing and capacity, manage support costs, and strengthen training, quality assurance, and procedures.
- Partner with product teams on responsible automation and fixes that reduce recurring customer problems.
Requirements to review
- At least ten years in customer experience/support/service operations, including five years leading managers.
- Experience running several hundred internal and outsourced support agents in a high-growth technology company.
- Strong demand forecasting, partner management, and experience leading an AI or automation transition; healthcare or insurance experience is preferred.
Benefits listed by the employer
- Medical, dental, vision, HSA/FSA, 401(k), and potential equity
- Work-from-home stipend, therapy reimbursement, and professional development
- Flexible PTO, paid holidays, and parental leave for eligible employees
Compensation
$160,000-$250,000 annual base salary; equity may be included depending on position and level.
Employer posting date: 2026-08-28.