# Director of Product, CX Product

**Company:** [Headway](https://hotfix.jobs/companies/headway)
**Location:** New York, NY, San Francisco, CA, Seattle, WA
**Role:** Product Management
**Salary:** $250k – $312k/yr
**Experience:** 8+ years
**Skills:** AI, Product Management, Customer Experience, Cx, Intelligent Routing, Multi-Channel Support, Agent Tooling, API Integrations, Workflow Automation, Feedback Loops, Metrics Frameworks
**Posted:** 2026-04-30

> Leads product vision and team for customer experience platform, building AI-powered self-service, proactive engagement, unified channels, and agent tools to cut costs and boost satisfaction. Requires 8+ years product leadership with CX/AI experience managing PMs.

## Job Description

## 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.

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