Director of Product (CX Product)

Join Headway as the Director of Product for CX, where you will build and lead the CX product function from the ground up. You will define the vision and strategy for Headway's CX product, focusing on AI-powered resolution, agent tooling, proactive engagement, channel strategy, knowledge systems, and feedback loops. You will also build a team of product managers, own the AI resolution layer, launch and unify all contact channels, and partner with CX Operations to build agent tooling. This role requires a product leader with 8+ years of experience, including at least 3 years managing PMs, and a strong point of view on how AI will transform customer support.

• Definir la visión y la estrategia para el producto de CX de Headway, abarcando la resolución impulsada por IA, las herramientas para agentes, el compromiso proactivo y la estrategia de canales.
• Construir y liderar un equipo de gerentes de producto enfocado en reducir el costo de servicio mientras se aumenta la calidad de resolución y la satisfacción del cliente.
• Ser responsable de la capa de resolución de IA, construir los flujos de trabajo y las integraciones de API que permiten que el agente de IA resuelva problemas.
• You've demonstrated the ability to simultaneously reduce support costs and improve customer satisfaction
• You have a strong point of view on how AI will transform customer support — and you've shipped AI-powered CX products
• You've launched or scaled multi-channel CX systems and used intelligent routing for personalized experiences
• You thrive at the intersection of product and operations
• Nice to have: experience in healthcare, insurance, or other industries with complex customer interactions
• You are a product leader with 8+ years of experience, including at least 3 years managing PMs, with a track record of building CX/support products at scale