Vendor Operations Lead

Summary

Join Headway, a company dedicated to building a new mental healthcare system accessible to all, as a Vendor Operations Lead. You will oversee relationships with BPO partners, ensuring they meet operational goals and maintain high-quality service. This role involves managing outsourced operations, analyzing data, collaborating with internal teams, and driving process improvements to enhance efficiency and service quality. You will be responsible for the day-to-day execution and performance management of BPO partnerships, acting as the main point of contact for BPO teams. This is a unique opportunity to make a significant impact in the mental healthcare space, helping to build a system that makes therapy accessible to millions.

Requirements

• You have 3-5+ years of experience in CX operations, vendor management, or BPO support roles
• You have experience managing outsourced operations and understand BPO performance management best practices
• You are highly data-driven, with experience tracking and analyzing CX metrics (e.g., CSAT, SLA compliance, AHT, First Call Resolution)
• You are collaborative and detail-oriented, with a strong ability to work cross-functionally with teams like WFM, QA, and Training
• You have a strong problem-solving mindset, with a track record of implementing process improvements that enhance efficiency and quality
• You thrive in fast-moving environments and can balance short-term execution with long-term strategic thinking
• You are empathetic, adaptable, and passionate about delivering exceptional customer experiences
• You are motivated by the opportunity to make an impact in the mental healthcare space, helping to build a system that makes therapy accessible to millions

Responsibilities

• Monitor and support BPO performance, ensuring adherence to SLAs, productivity goals, and customer satisfaction metrics
• Act as a liaison between BPO partners and internal teams, ensuring alignment and clear communication
• Analyze operational data to identify trends, challenges, and opportunities for improvement
• Collaborate with cross-functional teams (Operations, Enablement, WFM, and QA) to ensure BPO teams are fully equipped to meet performance expectations
• Support process optimization initiatives to enhance efficiency, scalability, and service quality
• Work closely with BPO managers to address any ongoing challenges and ensure continuous performance improvements
• Ensure strong execution of operational strategies that contribute to Headway’s broader CX and business objectives

Benefits

• The expected base pay range for this position is $97,240 - $143,000 , based on a variety of factors including qualifications, experience, and geographic location
• In addition to base salary, this role may be eligible for performance-based variable compensation and an equity grant, depending on the position and level
• We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity
• Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential
• 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