Manager, Support Vendor Management

About the Manager, Support Vendor Management at Headspace: We’re looking for a Manager, Support Vendor Management to join our Member Care & Advocacy (MCA) team and lead critical areas of our support operations. You’ll play a pivotal role in shaping how we show up for our members—ensuring every experience is thoughtful, high-quality, and rooted in care—while building the systems and processes that enable us to grow with intention. This is a unique opportunity to sit at the heart of the member experience. As part of the MCA team, you’ll have a front-row seat to every aspect of the company’s growth, gaining deep insight into what our members need and where we can do better. You’ll serve as a key lead for members’ support experience —making it more seamless, more empathetic, and more impactful. This role will specifically oversee the Support team’s outsourced relationships, which directly shapes how members experience our service. Most importantly, this role gives you the chance to bring our mission to life in a tangible way, ensuring that every interaction helps members feel supported, understood, and cared for. What you will do:

• Own and manage the relationship with our Business Process Outsourcer (BPO), ensuring alignment on performance, quality, and operational goals
• Define and execute the strategy for outsourced support, including vendor management, cost optimization, and long-term scalability
• Monitor and evaluate outsourced support performance, leveraging data to identify trends, surface insights, and drive continuous improvement
• Lead a team of agents responsible for handling member interactions, including high risk escalations
• Partner cross-functionally and collaborate with external vendors to ensure alignment on policies, processes, and tooling updates
• Serve as the central point of contact for high-priority escalations, driving timely resolution and maintaining clear communication with stakeholders

What you will bring : Required Skills:

• 5+ years of experience in customer support or operations, with 3+ years in leadership roles
• Proven experience managing Business Process Outsourcer (BPO) or equivalent vendor relationships
• Strong analytical and reporting skills, with the ability to translate data into actionable insights
• Demonstrated ability to coach, develop, and manage high-performing teams
• Excellent communication and stakeholder management skills, with experience working across internal teams and external partners
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment

Preferred Skills:

• Experience in a tech-enabled or digital health/mental health environment
• Familiarity with AI-driven support tools (e.g., chatbots, automation, LLM-based support)
• Experience building or scaling support operations in a high-growth company
• Familiarity with common support tools (e.g., Zendesk, Salesforce, QA platforms, analytics tools)

Location: We are currently hiring this role remotely in the US and Hybrid for San Francisco (SF). Candidates must permanently reside in the US full-time. For candidates with a primary residence in the greater SF area, this role will follow our hybrid model. You’ll work 3 days per week from our office, allowing for impactful in-office collaboration and connection, while enjoying the flexibility of remote work for the rest of the week. Your recruiter will share more details about our hybrid model. Pay & Benefits : The anticipated new hire base salary range for this full-time position is $84,600-$118,000 + equity + benefits. Our salary ranges are based on the job, level, and location, and reflect the lowest to highest geographic markets where we are hiring for this role within the United States. Within this range, individual compensation is determined by a candidate’s location as well as a range of factors including but not limited to: unique relevant experience, job-related skills, and education or training. Your recruiter will provide more details on the specific salary range for your location during the hiring process. At Headspace, base salary is but one component of our Total Rewards package. We’re proud of our robust package inclusive of: base salary, stock awards, comprehensive healthcare coverage, monthly wellness stipend, retirement savings match, lifetime Headspace membership, generous parental leave, and more. Additional details about our Total Rewards package will be provided during the recruitment process. About Headspace Headspace exists to Apply tot his job Apply To this Job