Customer Experience Operations Project Manager, Headway
$117-172k
+Equity
Therapist-by-insurance marketplace
Be an early applicant
Therapist-by-insurance marketplace
1001+ employees
Be an early applicant
$117-172k
+Equity
1001+ employees
Company mission
To build a new mental healthcare system, rewired for access and affordability.
Role
Who you are
- Have 5+ years of experience in operations, business analytics, or strategic consulting roles, with exposure to customer service or customer experience environments a strong plus
- Are passionate about understanding operational processes, workflows, and how new initiatives fit into (or improve) them
- Are a strong operator with excellent project management skills and a knack for bringing structure to ambiguous environments
- Love collaborating cross-functionally and excel at managing multiple stakeholders to drive alignment and deliver results
- Have a strong sense of ownership and are energized by building processes from the ground up
- Are motivated by driving meaningful impact for providers and patients, and seeing your work translate into real-world improvements
- Possess foundational comfort with operational data and can interpret trends to inform decision-making
What the job involves
- At Headway, our Customer Experience team is focused on delivering exceptional support to both providers and patients. As we scale our operations and expand into new areas like Community, we’re looking to ensure the seamless rollout of new initiatives and continuous improvements across our operational landscape
- We’re hiring a Customer Experience Operations Project Manager to serve as the operator who oversees the operational rollout and continuous improvement of our operating model and helps us build a seamless experience for our customers.
- You will work at the center of cross-functional teams — Customer Care, Community, Product, Systems, Workforce Management, Vendor Management and more — to ensure smooth execution of high-priority initiatives from incubation to full rollout.
- This role is about connecting the dots, ensuring alignment, and making sure that our operational engine runs smoothly as we scale
- This is a high-impact role for someone who thrives in fast-paced environments, is energized by 0 to 1 problem solving, and wants to see tangible outcomes from their work.
- You’ll play an essential role in ensuring our frontline teams have what they need to succeed and that our strategic initiatives are executed effectively
- Serve as the operational project manager and coordinator for Customer Experience initiatives, with a primary focus on Customer Care and later expanding to Community
- Lead cross-functional coordination to ensure smooth execution of operational rollouts, from pilot to scale
- Partner closely with Product, Systems, WFM, Vendor Management, and frontline teams to remove blockers and drive results
- Understand operational processes and workflows in depth to ensure successful integration of new initiatives
- Develop structured processes to identify and prioritize continuous improvement opportunities
- Create and maintain playbooks and documentation to enable successful handoff to operational owners once initiatives stabilize
- Track progress, manage timelines, and ensure accountability across teams
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 300,000 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 using its 2023 Series C funding of $125 million. 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 benefits
- Work from home opportunities
Company HQ
Tribeca, New York, NY
Leadership
Andrew Adams
(CEO)Worked as a Product Analyst at Spring, and was a Software Development Engineer Intern at Amazon.
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