Director of Product (CX Product)

Role Overview

Join Headway as Director of Product (CX Product) to build and lead the CX product function from the ground up. You’ll define the vision and strategy for AI-powered customer support, including agent tooling, proactive engagement, channel strategy, knowledge systems, and feedback loops.

Key Missions

• Define the CX product vision and strategy (AI resolution, agent tools, proactive engagement, channel strategy, knowledge systems, feedback loops).
• Build and lead a team of Product Managers focused on reducing service cost while improving resolution quality and customer satisfaction.
• Own the AI resolution layer, including workflow design and API integrations that enable an AI agent to resolve customer issues.
• Launch and unify all contact channels, partnering with CX Operations to build agent tooling.

Responsibilities

• Drive end-to-end CX product strategy and execution.
• Design AI-powered resolution workflows and integrate systems via APIs.
• Partner cross-functionally with CX Operations on agent tooling.
• Improve multi-channel CX experiences with intelligent routing and personalized engagement.

Requirements

• 8+ years of product leadership experience.
• At least 3 years managing Product Managers.
• Proven ability to reduce support costs while improving customer satisfaction.
• Strong point of view on how AI will transform customer support, with evidence of shipping AI-powered CX products.
• Experience launching or scaling multi-channel CX and using intelligent routing.
• Experience thriving at the intersection of product and operations.

Nice to Have

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