Headway
Vendor Operations Lead, CX
$95K–$140K
Remote · Remote · Full-time · Posted Oct 17, 2026
- Experience
- 4+ years in contact center or CX operations.
About the job
Owns patient-facing BPO partnerships and improves contact-center performance to help patients connect with mental health care.
What you'll do
- Track BPO performance against goals, lead improvement initiatives, and address challenges with partner leadership.
- Coordinate priorities between BPO partners and internal teams, using data to identify trends and drive action plans.
- Build scalable processes and contribute to short-, medium-, and long-term BPO operations strategy.
What they ask for
- 4+ years in contact center or CX operations, with strong knowledge of relevant metrics, processes, and tools.
- Experience managing BPO or outsourced teams and holding partners accountable while maintaining respectful partnerships.
- Analytical ability to diagnose performance changes and determine actions.
- Track record of operational improvement and building structure.
Nice to have
- Experience managing BPO teams in sales, conversion, or retention.
Pay
$95.2K – $140K USD base salary
Model-written summary · the original posting is authoritative