Drive complex cross-functional initiatives, identify operational opportunities, build scalable workflows, analyze data, and deliver measurable improvements. The role owns initiatives from scoping through execution, coordinates stakeholders without formal authority, designs scalable systems and processes, and provides structured recommendations to support pod and organizational priorities.

Leads high-impact business operations initiatives, builds scalable processes and systems, analyzes complex data, partners with Product, Data, and Operations leaders, manages cross-functional execution, mentors team members, and builds a growing operations team to deliver measurable business results.

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.