Customer Experience BPO Manager

About The Role

Headway is looking for an experienced BPO manager to oversee our relationships with our BPO partners and drive results. The person in this role will be an integral part of the CX leadership team and 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 Headay’s BPO operations and work with the CX team to pursue Headway’s vision for the best-in-class provider and client experience. 

You’d be a great fit if...

• 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 energized by ambiguous and fast-paced tech environments
• You’re an analytical and creative problem solver: you dig into challenges, quantify them, and create “handmade” solutions
• You thrive in ambiguity, and seek out opportunities to dive into unfamiliar challenges, drive towards outcomes, and shape strategy.
• You have passion for Headway’s mission