Headway - Director of Product, CX Product
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Responsibilities
• Define the vision and strategy for Headway's CX product — spanning AI-powered resolution, agent tooling, proactive engagement, channel strategy, knowledge systems, and the feedback loops that connect support insights back to the product. • Build and lead a team of product managers focused on reducing cost-to-serve while increasing resolution quality and customer satisfaction. • Own the AI resolution layer — build the agentic workflows and API integrations that enable the AI agent to actually resolve problems, not just answer questions. Define the autonomy framework: what AI handles without human involvement, what needs guardrails, and what requires a human. • Build proactive engagement — systems that contact customers before they discover problems. Shift Headway's CX from reactive to proactive. • Launch and unify all contact channels — email, text, and voice — with intelligent routing that delivers differentiated experiences based on customer context, value, and issue type. • Own the knowledge and quality layer — machine-readable SOPs, AI evaluation frameworks and crisis escalation pathways. • Partner deeply with CX Operations to build agent tooling that makes human agents dramatically more effective — AI copilot, full journey context, auto-generated summaries. • Close the feedback loop: build the system that identifies the highest-impact product defects driving support volume and surfaces them to insurance platform teams for upstream fixes. • Establish measurement frameworks that connect CX product investments to business outcomes.. • You'd Be a Great Fit If... • You are a product leader with 8+ years of experience, including at least 3 years managing PMs, with a track record of building CX/support products at scale. • You have a strong point of view on how AI will transform customer support — and you've shipped AI-powered CX products. • You've launched or scaled multi-channel CX systems and used intelligent routing for personalized experiences. • You've demonstrated the ability to simultaneously reduce support costs and improve customer satisfaction. • You thrive at the intersection of product and operations. • Nice to have: experience in healthcare, insurance, or other industries with complex customer interactions.
Benefits
• The expected base pay range for this position is $249,600 - $312,000, based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for 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. • Benefits offered include: • Equity compensation • Medical, Dental, and Vision coverage • 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 • Employee Assistance Program (EAP) • Training and professional development • We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience. Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please inform the recruiter when they contact you to schedule your interview. • Headway participates in E-Verify. To learn more, click here. • A notice to Headway applicants: To protect yourself against phishing and recruitment fraud, please note that Headway only accepts applications through our official careers page at https://headway.co/careers. Headway will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from a @findheadway.com email address. If you are contacted by someone claiming to be from Headway via an unofficial channel, please do not share any information and report it as spam.
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