CX Business Analytics Manager, Headway
$117-172k
More information about location
Therapist-by-insurance marketplace
Be an early applicant
Therapist-by-insurance marketplace
1001+ employees
Be an early applicant
$117-172k
More information about location
1001+ employees
Company mission
To build a new mental healthcare system, rewired for access and affordability.
Role
Who you are
- Have 6+ years of experience, including 1-2 in strategic management consulting & operations/business analytics roles, with exposure to customer service or customer experience a strong plus
- Are passionate about digging into the numbers to uncover what’s really driving performance — not just looking at surface-level metrics
- Bring a strong operational and analytical mindset, with an ability to connect data to business outcomes
- Thrive in cross-functional settings and love collaborating to drive meaningful impact with business partners
- Are energized by understanding performance levers and using data to influence operational improvements
- Have working proficiency in technical tools such as SQL, Excel/Sheets, and business intelligence tools (e.g., Looker, Tableau, Mode) to analyze and visualize data
- Are a first principles thinker who knows how to break down a problem, identify what matters, and focus efforts on impact
- Are motivated by the opportunity to support real people (our providers and patients) and to improve how we deliver care at scale
What the job involves
- At Headway, our Customer Experience team aims to deliver exceptional support to both providers and patients
- As we scale our operations and also expand into new areas like Community, we’re looking to deepen our understanding of performance drivers and unlock continuous improvements across our operating model
- We’re hiring a Customer Experience Business Analytics Manager to be the dedicated analytics partner to our Customer Care and Community teams
- This is a unique opportunity to join a high-impact, fast-moving team at a pivotal time — and help shape how data informs our decisions, priorities, and strategy
- Own the relationship with our Data partner to ensure operational performance needs are scoped, prioritized, and delivered on time
- Run deep-dive, ad hoc analyses to help us better understand performance drivers (e.g. , SPH, CSAT, resolution time), uncover gaps, and recommend areas of focus
- Support monthly business reviews and performance tracking with timely, actionable insights
- Support the scoping of new performance metrics in partnership with stakeholders, scoping business needs and analytical approaches
- Build scalable models for performance analysis that influence how we prioritize projects and continuous improvement initiatives
- Serve as a strategic thought partner to Customer experience leadership team, helping sharpen our understanding of the customer experience and optimize how we support providers and patients
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.
Salary benchmarks
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