Director of Customer Experience Operations

📋 Description

• Own the customer experience end to end. You'll set the standard for what great support looks like
• Lead and grow the team. You'll lead teams across Agent Success, Customer Care, Programs, and
• Bring AI into the operation in service of a better experience. Automation should mean faster
• Own capacity and cost. Headway is growing incredibly fast, and support demand grows with it. You'll
• Build the engine behind great support. Training, quality assurance, the procedures agents work
• Be the customer's voice inside R&D. Every recurring contact points to something we can fix

🎯 Requirements

• You have 10+ years in customer experience, support, or service operations and strategy, including
• You have run a blended internal and outsourced support organization at the scale of several hundred
• You own the cost line, not just service levels, and you are comfortable with demand forecasting
• You have led a support organization through an AI or automation transition, and you can say why it
• You know the CX landscape and tooling stack deeply, including what is genuinely cutting edge, and
• You have partnered closely with R&D, using evidence from your own operation to influence what

🎁 Benefits

• Equity compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement