Program Lead, Vendor Finance
MotiveSalary not specified
- Full Time
- Senior (5 to 8 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Healthcare, Mental Health, HealthTech, Customer ServiceIndustries
Position Overview
- Location Type: Remote
- Job Type: Full-time
- Company Funding: Series D, $325M
- Company Mission: To build a new mental health care system everyone can access.
- Company Founded: 2019
- Company Impact: National network of over 45,000 mental healthcare providers, served over 1 million patients.
Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice.
About The Role
Headway is seeking an experienced Vendor Operations Lead to manage relationships with its Business Process Outsourcing (BPO) partners and drive performance. This role is crucial for scaling the customer services infrastructure during rapid geographic expansion. The ideal candidate will shape the customer experience, making affordable healthcare a reality for millions. This is a unique opportunity within an industry undergoing significant transformation.
The Vendor Operations Lead will be responsible for the day-to-day execution and performance management of BPO partnerships. This includes acting as the primary point of contact for BPO teams, ensuring they meet key operational goals and maintain high-quality service. Collaboration with internal teams such as Operations, Workforce Management (WFM), Quality Assurance (QA), and Training is essential for driving continuous improvement. This role is suited for individuals who thrive in fast-paced, high-growth environments and enjoy optimizing processes, solving operational challenges, and driving performance improvements at scale.
Responsibilities
- Monitor and support BPO performance, ensuring adherence to Service Level Agreements (SLAs), productivity goals, and customer satisfaction metrics.
- Act as the main liaison between BPO partners and internal teams, ensuring alignment and clear communication.
- Analyze operational data to identify trends, challenges, and opportunities for improvement.
- Collaborate with cross-functional teams (Operations, Enablement, WFM, and QA) to ensure BPO teams are fully equipped to meet performance expectations.
- Support process optimization initiatives to enhance efficiency, scalability, and service quality.
- Work closely with BPO managers to address ongoing challenges and ensure continuous performance improvement.
Requirements
- No specific requirements were listed in the provided job description.
Application Instructions
- No application instructions were listed in the provided job description.
Skills
Vendor Management
Operations Oversight
BPO Partnership
Performance Monitoring
Process Optimization
Cross-functional Collaboration
Customer Service
Quality Assurance
Workforce Management
Headway
Connects patients with affordable mental health services
About Headway
Headway simplifies the process of finding and paying for mental health therapy. It operates in the mental health market, addressing the challenge that many Americans face in accessing care due to high costs and complicated insurance processes. For individuals, Headway provides a platform where they can easily search for therapists and psychiatrists who accept their insurance, allowing them to find the right mental health care without incurring out-of-pocket expenses. For mental health care providers, Headway reduces the administrative workload associated with accepting insurance, enabling them to focus more on patient care. The company connects patients with providers while ensuring effective use of insurance, and it generates revenue by partnering with health plans and providers. Headway's goal is to create a more accessible and affordable mental healthcare system.
New York City, New YorkHeadquarters
2019Year Founded
$318.1MTotal Funding
LATE_VCCompany Stage
HealthcareIndustries
1,001-5,000Employees