Vendor Operations Manager

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: $167,500
• Group B: $150,750
• Group C: $134,000
• 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

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