headway - Vendor Operations Lead, CX

• Own day-to-day BPO partner performance, including tracking results against goals and leading improvement initiatives. • Serve as the main point of contact between our BPO partners and internal teams, keeping priorities and expectations aligned. • Meet regularly with BPO leadership to address ongoing challenges and keep performance moving toward goal. • Use data to spot trends, find root causes, and turn insights into clear action plans. • Partner with cross-functional teams to make sure BPO partners have what they need to succeed. • Build and improve the processes and structure that let our programs scale. • Contribute to the short, medium and long-term strategy for Headway's BPO operations. • You’d be a great fit if… • You've worked in contact center or CX operations for 4+ years and have a strong understanding of its metrics, processes and tools. • You have experience managing BPO or outsourced teams, and you know how to build a respectful partnership while holding partners accountable for results. • You're analytically minded and use data to understand why performance changed and what to do about it. • You have a track record of improving operations and building structure where none existed. • You're operationally excellent and unflappable in a fast-moving environment. • You seek an environment that fosters growth through open feedback and high autonomy.