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.

You Will

• 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, keeping priorities and expectations aligned.
• 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.

You'd be a great fit if…

• You've worked in contact center or CX operations for 4+ years and have a strong understanding of its metrics, processes and tools.
• You have experience managing BPO or outsourced teams, and you know how to build a respectful partnership while holding partners accountable for results.
• You're analytically minded and use data to understand why performance changed and what to do about it.
• You have a track record of improving operations and building structure where none existed.
• You're operationally excellent and unflappable in a fast-moving environment.
• You seek an environment that fosters growth through open feedback and high autonomy.
• You're motivated by the opportunity to make an impact on one of our generation's defining problems: making mental health care accessible and affordable.
• Bonus: you've managed BPO teams in a sales, conversion or retention capacity.