Vendor Operations Manager

Headway’s mission is a big one – to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance.

1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice.

Headway was founded in 2019. Since then, we’ve grown into a diverse, national network of over 45,000 mental healthcare providers across all 50 states who run their practice on our software and have served over 1 million patients. We’re a Series D company with over $325m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures and Health Care Service Corporation.

We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.

About the role:

Headway is looking for an experienced Vendor Operations Manager 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 position, you will play a critical role in driving a bias for action across multiple BPO partnerships in a fast-moving environment. You’ll manage the day-to-day relationships, performance management, and overall service delivery for our BPOs and be the main point of contact between the BPOs and our internal teams. You will also work with our BPOs to launch new initiatives, continuously improve the customer experience, and deliver key business outcomes with a focus on scalable solutions.

The person in this role will have the opportunity to build new systems, processes, and infrastructure for a fast-growing team. You will play a pivotal role in improving the foundation that allows us to deliver on key metrics like productivity, quality, response times, and customer satisfaction. Beyond that, you build a long-term strategic vision for Headway’s BPO operations and work with the CX team to pursue Headway’s vision for the best-in-class provider and client experience.

You will:
• Design, negotiate, and have a clear understanding of BPO contractual obligations and performance metrics
• Partner with Operations, Enablement, WFM, and QA teams to understand their roles and how they interact with BPO partners
• Establish relationships with internal stakeholders and BPO partners
• Regularly meet with BPO managers to address any ongoing challenges and ensure alignment with CX goals
• Draft strategy for improving BPO efficiency and scalability in the short, medium, and long term
• Complete ownership of BPO relationships, performance tracking, and improvement initiatives
• Execute on strategies for operational improvements, cost efficiencies, and scalability
• Ensure BPO operations align with broader company goals and contribute to improving overall customer experience

You’d be a great fit if…
• You’ve worked in a CX environment for 5+ years and have a strong understanding of the CX ecosystem, including metrics and processes.
• You know how to build a positive, respectful partnership with BPO stakeholders and drive results
• You have CX support experience, empathy for clients and can bring best practices for problem-solving to our team
• You have a deep passion for the customer experience with a proven track record of driving innovation and optimization
• You have a strong understanding of CX metrics, processes and tools
• You are analytically minded, operationally excellent, and unflappable in a fast-moving environment.
• You seek an environment that fosters individual growth through open-feedback and a high-autonomy.
• You are motivated by the opportunity to make an impact on one of our generation’s defining problems, making mental healthcare affordable

Compensation and Benefits:
• Salary information is based on a single salary target per role and is differentiated based on geographic location (Group A, B, or C)
• Group A: $155,000
• Group B: $139,500
• Group C: $124,000
• Examples of cities located in each Compensation Grouping:
• Group A = NYC, SF/Bay Area, LA Area, Seattle, Boston, Austin, and San Diego
• Group B = Chicago, Miami, Denver, Washington DC, Philadelphia, Atlanta, Minneapolis, Nashville, Sacramento, Phoenix, and Portland
• Group C = All remaining cities

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

#LI-AR1

We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience.

Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please contact [email protected]

Headway employees work remotely across the US, with the option to work from offices in New York City and San Francisco. Headway participates in E-Verify. To learn more, click here.

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