Director of Product, CX Product

Responsibilities

• Define the vision and strategy for Headway's CX product — spanning AI-powered resolution, agent tooling, proactive engagement, channel strategy, knowledge systems, and feedback loops that connect support insights back to the product.
• Build and lead a team of product managers focused on reducing cost-to-serve while increasing resolution quality and customer satisfaction.
• Own the AI resolution layer — build agentic workflows and API integrations that enable AI to resolve problems; define autonomy framework.
• Build proactive engagement systems that contact customers before problems arise.
• Launch and unify contact channels (email, text, voice) with intelligent routing based on customer context.
• Own knowledge and quality layer — machine-readable SOPs, AI evaluation frameworks, crisis escalation.
• Partner with CX Operations to build agent tooling (AI copilot, journey context, auto-summaries).
• Close feedback loops to identify product defects driving support volume.
• Establish measurement frameworks connecting CX investments to business outcomes.

Requirements

• 8+ years product leadership experience, including 3+ years managing PMs.
• Track record building CX/support products at scale.
• Strong POV on AI transforming customer support; shipped AI-powered CX products.
• Launched/scaled multi-channel CX systems with intelligent routing.
• Demonstrated ability to reduce support costs while improving satisfaction.
• Thrive at product/operations intersection.

Nice to Haves

• Experience in healthcare, insurance, or complex customer interactions.

Compensation

• Base pay: $249,600 - $312,000 (depending on qualifications, experience, location).
• Equity compensation.
• Comprehensive benefits: medical/dental/vision, HSA/FSA, 401K, WFH stipend, therapy reimbursement, parental leave, fertility benefits, holidays, flexible PTO, EAP, training.