Director of Product, CX Product

Headway’s mission is to build a new mental healthcare system accessible to everyone, addressing the barrier of insurance by automating administrative tasks and providing tools for therapists to run their practices.

About the role

We are seeking a Director of Product for Customer Experience (CX) to transform how Headway supports its customers. The ideal candidate will build the CX product function, focusing on reducing support costs and improving customer satisfaction through AI-powered solutions, proactive engagement, and integrated agent tooling.

Responsibilities

• Define the vision and strategy for Headway's CX product, including AI-powered resolution, agent tooling, proactive engagement, channel strategy, knowledge systems, and feedback loops.
• Build and lead a team of product managers to reduce cost-to-serve while increasing resolution quality and customer satisfaction.
• Own the AI resolution layer, building agentic workflows and API integrations for AI agents to resolve problems.
• Define the autonomy framework for AI and human interaction, establishing guardrails and requiring human intervention where necessary.
• Develop proactive engagement systems to contact customers before they encounter issues.
• Leverage intelligent routing to deliver personalized experiences across email, text, and voice channels.
• Own the knowledge and quality layer, creating machine-readable standard operating procedures (SOPs), AI evaluation frameworks, and crisis escalation pathways.
• Partner with CX Operations to design agent tooling that enhances human agents' effectiveness, including AI copilots and full journey context.
• Establish measurement frameworks to connect CX product investments to business outcomes.

Qualifications

• At least 8 years of experience as a product leader, including management of product managers.
• A strong background in building CX/support products at scale.
• A proven track record of shipping AI-powered CX products.
• Experience launching or scaling multi-channel CX systems and using intelligent routing for personalized experiences.
• Proven ability to simultaneously reduce support costs and improve customer satisfaction.
• Adept at bridging product and operations.

Benefits

The expected base pay range for this position is $300,000 - $375,000, with additional benefits including medical, dental, vision coverage, HSA/FSA, 401K, work-from-home stipend, therapy reimbursement, parental leave, fertility reimbursement, paid holidays, and a holiday break. Headway also offers training and professional development opportunities, and is committed to diversity and inclusion.