Director of Product, CX Product

Headway

Director of Product responsible for CX product strategies at Headway, a mental health platform. Focusing on AI-driven support solutions and team leadership in product management.

Posted 5/11/2026full-timeRemote • 🇺🇸 United StatesLead💰 $249,600 - $312,000 per yearWebsite

About the role

Key responsibilities & impact

Define the vision and strategy for Headway's CX product — spanning AI-powered resolution, agent tooling, proactive engagement, channel strategy, knowledge systems, and the 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 the agentic workflows and API integrations that enable the AI agent to actually resolve problems, not just answer questions. Define the autonomy framework: what AI handles without human involvement, what needs guardrails, and what requires a human.
Build proactive engagement — systems that contact customers before they discover problems. Shift Headway's CX from reactive to proactive.
Launch and unify all contact channels — email, text, and voice — with intelligent routing that delivers differentiated experiences based on customer context, value, and issue type.
Own the knowledge and quality layer — machine-readable SOPs, AI evaluation frameworks and crisis escalation pathways.
Partner deeply with CX Operations to build agent tooling that makes human agents dramatically more effective — AI copilot, full journey context, auto-generated summaries.
Close the feedback loop: build the system that identifies the highest-impact product defects driving support volume and surfaces them to insurance platform teams for upstream fixes.
Establish measurement frameworks that connect CX product investments to business outcomes..

Requirements

What you’ll need

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.
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've demonstrated the ability to simultaneously reduce support costs and improve customer satisfaction.
You thrive at the intersection of product and operations.
Nice to have: experience in healthcare, insurance, or other industries with complex customer interactions.

Benefits

Comp & perks

Equity compensation
Medical, Dental, and Vision coverage
HSA / FSA
401K
Work-from-Home Stipend
Therapy Reimbursement
16-week parental leave for eligible employees
Carrot Fertility annual reimbursement and membership
13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
Flexible PTO
Employee Assistance Program (EAP)
Training and professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI-powered resolutionagent toolingAPI integrationsproactive engagementintelligent routingmachine-readable SOPsAI evaluation frameworksmeasurement frameworkscustomer satisfactioncost-to-serve reduction

Soft Skills

leadershipstrategic visioncollaborationproblem-solvingcommunicationoperational efficiencycustomer-centric mindsetteam buildingadaptabilityanalytical thinking