Director of Customer Experience (CX) Operations

Role Overview:

• Lead the entire CX operation across Agent Success, Customer Care, Programs, and Systems, reporting to the Head of Operations.
• Be directly responsible for customer experience at Headway and represent the function to the executive team.

Key Responsibilities:

• Own the customer experience end-to-end, setting the standard for support and owning the scorecard.
• Lead and grow the team of over 100 employees and 800 partner agents, developing managers and driving performance.
• Bring AI into the operation to improve experience, co-owning the agenda with Product.

What You'll Bring:

• 10+ years in CX, support, or service operations, including 5+ years leading managers.
• Experience running a blended internal/outsourced organization at scale with several hundred agents.
• Strong financial acumen with demand forecasting, capacity planning, and cost ownership.

Compensation and Benefits:

• Base pay range $160,000-$250,000, plus equity and comprehensive benefits.
• Includes medical, dental, vision, 401(k), flexible PTO, parental leave, and more.