Senior Director, Support (Member Care & Advocacy) at Headspace

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Wellness, Mental HealthIndustries

Requirements

8+ years in customer support, operations, or member experience leadership
3+ years leading managers and cross-functional teams
Deep expertise in member care, process improvement, and support technology ecosystems (e.g., Zendesk, CRM, AI tooling)

Responsibilities

Own and evolve Support strategy across Member Care, Product, and Provider Support, driving a clear bar for what great looks like
Lead and develop in-house and outsourced teams, fostering empowerment, accountability, and cost effective resourcing designed to scale
Design and operationalize an AI-empowered support ecosystem that drives proactive insights, operational excellence, and measurable member outcomes
Set and drive measurable performance metrics across SLAs, NPS, and quality by architecting systems, processes, and enablement that elevate member and agent outcomes
Design and lead the operational model for the Member Care & Advocacy (MCA) organization, aligning team structure, staffing ratios and partner resourcing to ensure consistent service levels, workforce stability and SLA achievement
Command operational scale across internal teams and partner networks, ensuring every channel operates with precision, consistency, and efficiency
Leverage Voice of the Member intelligence to uncover systemic issues, partner cross-functionally to address root causes, and drive measurable improvements to member and provider end to end experiences
Build a high-performing, compassionate team culture rooted in a growth mindset and accountability
Champion a Member-First approach, embedding empathy and advocacy into every interaction
Coach and empower leaders to make real-time, values-aligned decisions that drive impact
Partner across Product, Engineering, Care, and Operations to enhance tools, processes, and issue resolution
Ensure the member voice directly informs product, operational, and business strategy
Build strong cross-functional alignment by translating front-line insights into shared priorities and action
Identify and scale automation and AI solutions that improve speed, quality, and personalization
Apply a product mindset to internal systems - designing scalable, data-informed workflows that continuously improve agent and member experiences
Foster continuous improvement (“iterate to great”) while ensuring technology amplifies empathy, not replaces it

Skills

Leadership

Strategy

Operational Excellence

Data Analysis

Team Leadership

Customer Service

Process Improvement

Headspace

Digital health platform for mindfulness and meditation

About Headspace

Headspace is a digital health platform focused on mindfulness and meditation, aimed at helping individuals improve their mental and physical well-being. The platform offers guided meditation sessions, daily mini-meditations, and exercises tailored for various needs such as sleep, stress, and anxiety. Users can access a limited selection of content for free, but a subscription to Headspace Plus unlocks the full range of services. This subscription model not only provides a steady revenue stream but also allows users to access comprehensive tools for mental health improvement. Headspace distinguishes itself from competitors by offering free access to its premium service for unemployed individuals, showcasing its commitment to supporting mental health during difficult times. The company's goal is to enhance the overall well-being of its users through accessible mindfulness practices.

Santa Monica, CaliforniaHeadquarters

2010Year Founded

$170.6MTotal Funding

DEBTCompany Stage

Consumer Software, HealthcareIndustries

1,001-5,000Employees

Benefits

Unlimited Vacation

Catered Lunch

Fully Paid Health Care

Competitive Salaries

Free gym membership

Risks

Increased competition from fitness apps with mental health features.

Recent layoffs may indicate financial instability or restructuring challenges.

Partnership with TikTok could expose Headspace to reputational risks.

Differentiation

Headspace offers a unique AI companion, Ebb, for personalized mental health support.

The platform provides free premium access to unemployed users, showcasing social responsibility.

Headspace's partnership with Uwill expands its reach into the higher education sector.

Upsides

Growing demand for digital mental health solutions boosts Headspace's user base.

Partnership with TikTok enhances visibility among younger demographics.

Fertility journey collection taps into a niche market, attracting new users.

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