💼 About This Role

You'll build Headway's CX product function from scratch, owning the vision and strategy for AI-powered self-resolution, agent tooling, and feedback loops. Your work will directly transform how hundreds of thousands of patients and providers get help each month, improving both satisfaction and cost efficiency. This is a rare opportunity to shape the CX product discipline at a well-funded Series D company tackling mental healthcare access.

🎯 What You'll Do

• Define vision and strategy for CX product spanning AI resolution and agent tooling.
• Build and lead a team of product managers focused on reducing cost-to-serve.
• Own the AI resolution layer including agentic workflows and API integrations.
• Launch and unify email, text, and voice channels with intelligent routing.
• Close feedback loop to surface high-impact product defects for upstream fixes.

📋 Requirements

• 8+ years of product management experience including 3+ years managing PMs.
• Proven track record of building CX/support products at scale.
• Strong point of view on how AI will transform customer support with shipped AI-powered CX products.
• Experience launching or scaling multi-channel CX systems with intelligent routing.

✨ Nice to Have

• Experience in healthcare, insurance, or complex customer interaction industries.

🎁 Benefits & Perks

• 💰 Equity compensation
• 🏥 Medical, Dental, and Vision coverage
• 🏖️ Flexible PTO
• 👶 16-week parental leave
• 📚 Training and professional development

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/Strategy Interview· 60 min
4. 4Final Round with Leadership· 45 min