Top Operations & Support Jobs in Boston, MA

Lead Headway’s customer experience operation across Agent Success, Customer Care, Programs, and Systems, managing over 100 employees and 800 partner agents. Own end-to-end support quality, performance, staffing, forecasting, costs, training, QA, procedures, systems, and AI-enabled automation. Partner with Product and R&D to improve customer experience and reduce support demand while developing a high-performing leadership team.

Owns AI-powered tools and strategic analytics for Headway’s provider growth and revenue operations. Responsibilities include optimizing provider outreach and conversion, analyzing funnel trends, pipeline health, and cohort performance, supporting weekly business reviews and executive reporting, and enabling sales leaders to self-serve performance insights. The role requires strategic initiative ownership, strong analytical and forecasting skills, and collaboration with revenue leadership in a growth-stage environment.

Lead cross-functional, high-impact initiatives across Product, Data, and Operations. Design and scale 0-1 initiatives, build repeatable processes, analyze complex data to set strategy, drive OKRs, and hire and manage a growing operations team to improve provider and patient outcomes.

Own and publish enterprise contact-center schedules in Verint, manage rosters and headcount across internal and BPO teams, reconcile scheduled vs. invoiced hours, handle exceptions and intraday adjustments, drive quarterly scheduling optimization and policy, and govern AI-assisted scheduling drafts to improve staffing efficiency and agent wellbeing.

Design, implement, and scale core operational workflows; drive execution strategy and automation; perform data-driven analyses; and lead cross-functional efforts with product, engineering, payer, and CX teams to improve efficiency and operational health.