Vendor Operations Lead, CX

Headway

. Own day-to-day BPO partner performance, tracking results against goals and leading improvement initiatives .

Posted 10/17/2026full-timeRemote • United StatesSenior💰 $95,200 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing BPO partner performance and improving operational processes through data analysis and strategic planning. Proven ability to build partnerships and enhance patient-facing programs in the mental health care sector.

Highest-signal resume keywords

BPO Partner ManagementContact Center OperationsData AnalysisPerformance ImprovementOperational Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CX MetricsBPO ManagementProcess ImprovementTrend IdentificationAction Planning

Soft Skills

Partnership BuildingAccountabilityAnalytical Thinking

Industry Keywords

Mental Health CarePatient SatisfactionConversionResponsivenessOutsourced Teams

About the role

Key responsibilities & impact

Own day-to-day BPO partner performance, tracking results against goals and leading improvement initiatives
Serve as the main point of contact between BPO partners and internal teams
Meet regularly with BPO leadership to address challenges and improve performance
Use data to identify trends and root causes and create action plans
Partner with cross-functional teams to support BPO partner success
Build and improve scalable processes and program structure
Contribute to short-, medium-, and long-term BPO operations strategy
Help scale patient-facing programs connecting people with mental health care
Improve conversion, quality, responsiveness, and patient satisfaction

Requirements

What you’ll need

4+ years of experience in contact center or CX operations
Strong understanding of contact center/CX metrics, processes, and tools
Experience managing BPO or outsourced teams
Ability to build respectful partnerships while holding partners accountable for results
Analytical ability to identify performance trends, root causes, and actions
Track record of improving operations and building structure where none existed
Operational excellence in a fast-moving environment
Quiet, private workspace equipped with high-speed internet
Authorized to work in the United States for any employer
Bonus: experience managing BPO teams in sales, conversion, or retention capacity

Benefits

Comp & perks

Equity
Robust health and wellness benefits
Retirement savings
Remote work across the US
Option to work from Headway offices in New York City or San Francisco
Reasonable accommodations for persons with disabilities