Vendor Operations Lead, CX

• About the Team & Role
• Headway is looking for an experienced Vendor Operations Lead to own our patient-facing BPO partnerships and drive results. The person in this role will help scale the programs that connect people with mental health care as Headway grows. Our Customer Experience team is the tip of the spear that will make affordable mental health care a reality for millions, and you will be there to shape the experience patients have when they first reach out.

In this position, you will bring a bias for action to a fast-moving, high-volume operation. You'll manage day-to-day partner performance, hold our BPO partners to clear standards, and be the main point of contact between the BPO and our internal teams. You'll work closely with partner leadership to improve conversion, so more patients who reach out leave with an appointment, while keeping quality and service strong.

The person in this role will have the opportunity to build the systems, processes and structure a fast-growing program needs. You'll play a pivotal role in strengthening the foundation behind key metrics like conversion, quality, responsiveness and patient satisfaction.

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