Senior Data Science Manager, Headway
Customer Experience
$212-265k
+ Equity compensation
Therapist-by-insurance marketplace
Be an early applicant
Therapist-by-insurance marketplace
1001+ employees
Be an early applicant
$212-265k
+ Equity compensation
1001+ employees
Company mission
To build a new mental healthcare system, rewired for access and affordability.
Role
Who you are
- You have 8+ years of experience in data science or analytics roles
- You have 3+ years of experience managing and developing teams
- You have experience working on customer experience, support systems, or service operations (highly preferred)
- You have proven success partnering cross-functionally with Product, Engineering, and Customer Experience
- You have deep expertise in measurement science and causal inference, especially Bayesian A/B testing, with the ability to coach others through complex experimental design
- You are proficient in forecasting and predictive modeling techniques
- You have hands-on technical fluency in SQL and Python or R
- You have experience adopting and championing AI-assisted tools to accelerate and automate data workflows
- You have strong communication and stakeholder management skills
What the job involves
- As Senior Data Science Manager for Customer Experience, you will define and lead the insights strategy for Headway’s customer experience ecosystem
- The team’s mission is to deliver timely, meaningful support when it matters most through best-in-class tooling, automation, and AI
- You will report into Headway’s Platform Group, a mission-critical pillar that ensures the systems behind our insurance platform reliably power patient, provider, and payer experiences
- World-class support is a core part of customer experience and essential to Headway’s growth
- You will partner closely with Product, Engineering, and Customer Experience to deeply understand and improve the customer support experience
- You will define the right questions, proactively uncover opportunities, and use data to guide decisions from early concept through launch and iteration
- You will set the standards for how we define support quality and effectiveness, ensuring your team delivers work that leads to real, measurable improvements
- Lead and grow a high-performing team of Data Scientists, fostering a culture of technical excellence and strategic thinking
- Develop quarterly roadmaps with cross-functional partners, align Data Science resources, and oversee execution of timely and high-quality work
- Drive insights and decisions through strategic analysis, reporting, predictive modeling, and experimentation
- Architect a measurement framework that isolates how human agents, AI, and company policies contribute to customer sentiment to determine which levers we can pull to improve satisfaction
- Partner cross-functionally to design and build performance management systems to ensure world-class customer experience at scale
- Stay close to the data by tackling strategic projects yourself, surfacing gaps in our data and understanding of our customers
- Translate complex technical findings into clear, actionable recommendations for executive stakeholders
- You'll shape analytics for the Customer Experience at Headway, informing the vision and roadmap for improving support operations and product at scale
- You'll play a key role in how automation and AI reduce friction and improve support experiences
- You'll partner closely with senior leadership and directly influence company strategy and growth
Our take
1 in 4 US citizens are currently living with treatable mental health conditions, however, a vast majority of people are unable to access the care they need, the primary reason being cost. Headway connects clients with therapists who accept insurance as payment and provides independent practitioners with the tools and resources needed to serve their patients and manage administrative workloads.
Headway’s concept is timely, with national mental health under particular strain following events from the past few years. The company facilitates over 600,000 appointments per month and has attracted backing from the likes of Accel and Google Ventures.
Covering 16 states and the District of Columbia, the company intends to broaden its presence across the US with over $325M in funding behind it. This is a crucial avenue for further growth, as medical care deserts across the US mean the potential market is vast.
Freddie
Company Specialist at Welcome to the Jungle
Insights
64% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2024
$100m
LATE VC
Oct 2023
$125m
SERIES C
Total funding: $327m
Company HQ
Tribeca, New York, NY
Leadership
Andrew Adams
(Founder & CEO)Prior to founding Headway in 2017, Andrew was a Product Analyst at Spring Inc.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 57 more jobs at Headway