Headway

• Audit behavioral health documentation and coding (ICD-10-CM and CPT) for accuracy, compliance, and completeness • Deliver actionable feedback to providers through 1:1 remediation meetings, educating on coding and documentation guidelines (i.e., coding based on medical decision making (MDM) for outpatient Evaluation and Management services) • Serve as a subject matter expert by answering coding-related questions to support internal teams and create processes • Contribute to provider education efforts, including drafting content, identifying documentation gaps, and advising on clinical documentation standards • Provide insights on coding trends, identify risk areas, and recommend improvements to tooling, product, and training • Collaborate with cross-functional partners on initiatives and enhancements regarding billing code guardrails • Stay current with evolving coding guidelines, payer rules, and industry standards through continuing education and independent learning

• Support Headway health plan partnerships and strategy • Promote external relations with Payers through presentations and sales meetings • Drive innovative data analyses to prove patient outcomes and generate insights • Develop understanding of digital tools for mental health clinicians • Collaborate with cross-functional teams including product, design, and operations • Be willing to travel

• Responsible for the happiness of our care partners • Manage executive steering committees and serve as the face of Headway • Build and grow relationships with care partners’ teams and leadership • Leverage data to generate insights and identify new opportunities for partnership growth • Collaborate with cross functional, internal stakeholders to deliver insights to inform product and operations strategy

• Own how we translate the value of our network into a narrative that positions us as a critical partner to payers in driving quality mental health outcomes. • Translate Headway's clinical and network data into evidence-backed stories - that inspire payers to bring Headway examples first, when in their own the payer clinical and value narrative . Partner with our clinical team to source the data, then build the narrative around it. • Build a competitive intelligence capability that surfaces insights to product and GTM and shapes how we position against alternatives. • Partner with other PMMs/marketers to ensure that the narrative shows up consistently across pitch decks, one-pagers, RFPs, and events. • Equip our sales, BD, and account teams with the story, the data, and the talking points they need to win.

• Own a defined area of the QA program end-to-end (calibration and rubric governance, AI-powered analytics, or partner quality) and drive it from signal to action • Set quality standards and rubric logic for your area; ensure consistent application across channels and partners and recommend framework updates based on outcomes • Configure and continuously improve AI-QA tooling (ObserveAI or similar) with set scoring logic, monitoring accuracy, and ensuring the platform delivers consistent, actionable output • Build automation into QA workflows to reduce manual overhead and expand coverage; establish AI-assisted processes for status updates, reporting, and initiative recaps • Analyze quality and conversation data to surface DSAT drivers, behavioral trends, escalation patterns, and workflow gaps by going beyond what happened to understand why • Design and maintain dashboards that track key quality metrics; translate findings into clear operational recommendations for CX leadership • Produce structured insight reports (clear signal, root cause, recommended action) and ensure findings flow into training, content, coaching, and product decisions • Contribute QA input to WBR/MBR cycles and cross-functional planning; give leadership consistent visibility into program health and customer experience impact • Partner with BPO teams and CX stakeholders to align on standards, drive calibration, and keep expectations consistent across every channel and partner • Collaborate with Enablement, Knowledge, and Programs to ensure quality signals drive decisions across training, content, and coaching and deliver initiatives that measurably improve agent quality and customer satisfaction

• Design and run AI adoption programs that enable the TA team to effectively use AI in their workflows • Build and manage TA enablement programs: Recruiter skill development, tooling onboarding, and process documentation that scales with a high-volume, fast-paced hiring environment • Own hiring manager and interviewer enablement end-to-end • Define success metrics for every program you own; building dashboards that make enablement ROI visible • Partner cross-functionally to connect TA programs to the broader company strategy

• Drive complex, cross-functional initiatives that advance pod-level objectives - identifying opportunities, addressing dependencies, and ensuring alignment across stakeholders. • Build and operate scalable workflows and processes (0→1) that improve efficiency, reliability, and throughput across your domain. • Leverage data tools to extract insights, validate assumptions, and inform decisions, synthesizing findings into clear recommendations that guide pod and organizational priorities. • Plan, execute, and deliver initiatives end-to-end by setting clear objectives, timelines, and success metrics – driving accountability across functions without formal authority.

• Define the vision and strategy for Headway's CX product — spanning AI-powered resolution, agent tooling, proactive engagement, channel strategy, knowledge systems, and the feedback loops that connect support insights back to the product. • Build and lead a team of product managers focused on reducing cost-to-serve while increasing resolution quality and customer satisfaction. • Own the AI resolution layer — build the agentic workflows and API integrations that enable the AI agent to actually resolve problems, not just answer questions. Define the autonomy framework: what AI handles without human involvement, what needs guardrails, and what requires a human. • Build proactive engagement — systems that contact customers before they discover problems. Shift Headway's CX from reactive to proactive. • Launch and unify all contact channels — email, text, and voice — with intelligent routing that delivers differentiated experiences based on customer context, value, and issue type. • Own the knowledge and quality layer — machine-readable SOPs, AI evaluation frameworks and crisis escalation pathways. • Partner deeply with CX Operations to build agent tooling that makes human agents dramatically more effective — AI copilot, full journey context, auto-generated summaries. • Close the feedback loop: build the system that identifies the highest-impact product defects driving support volume and surfaces them to insurance platform teams for upstream fixes. • Establish measurement frameworks that connect CX product investments to business outcomes..

1 in 4 people in the US have a treatable mental health condition, but most providers don't accept insurance, making therapy too expensive for most people. Headway’s mission is to fix this by building a new mental healthcare system everyone can access. We started by solving the biggest barrier to care: insurance. The admin work - credentialing, claims, payment reconciliation - is a nightmare. We've automated that. But we're going further. Over 70,000 providers across all 50 states run their practice on our software, serving over 1 million patients. We are building the best tools for therapists to run their entire practice, reimagining the experience of finding a therapist, and investing in the platform foundations to enable this at scale. We aren't just a billing layer; we are becoming the platform where care actually happens. We're a Series D company with $325M+ in funding (a16z, Accel, GV, etc.), looking for exceptional people to help us achieve this mission. We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better. About The Role As Headway works to build a new mental healthcare system that everyone can access, we’re facing unique operational challenges and opportunities that come with growing and scaling at an unparalleled rate. We’re pushing the boundaries of the existing healthcare system so that we can fulfill our promise to providers, patients, and payers to create access to high quality providers across the nation. In order to do that, we’re building a world class operations team that enables efficiency, growth, and quality, and as a member of this team, you will have the opportunity to have a material impact on the trajectory of Headway and help define a function core to the livelihood of our business and the impact we deliver for our partners and clients. As a Business Operations Lead, you will drive complex, cross-functional initiatives that advance pod-level objectives. You'll work independently to identify opportunities, address dependencies, and ensure alignment across stakeholders - turning ambiguous problems into structured analyses, scalable processes, and clear recommendations. You'll bring analytical rigor to root-cause investigations, design workflows and tooling that improve efficiency and reliability, and own initiatives end-to-end from scoping through delivery. This role requires strong problem-solving skills, a builder's mindset toward operational design, and the ability to coordinate across teams to drive measurable outcomes. What you’ll do at Headway - Drive complex, cross-functional initiatives that advance pod-level objectives - identifying opportunities, addressing dependencies, and ensuring alignment across stakeholders. - Build and operate scalable workflows and processes (0→1) that improve efficiency, reliability, and throughput across your domain. - Leverage data tools to extract insights, validate assumptions, and inform decisions, synthesizing findings into clear recommendations that guide pod and organizational priorities. - Plan, execute, and deliver initiatives end-to-end by setting clear objectives, timelines, and success metrics – driving accountability across functions without formal authority. You’ll be great for this role if you: - You have 5-7 years of experience in operational roles at high-growth companies; background in consulting, finance, or business operations preferred but not required. - You independently deconstruct complex problems into structured, testable components - and you're comfortable working through ambiguity without waiting for full clarity. - You're proficient with AI & data tools (e.g., Looker, Excel, SQL, dashboards) and use them fluently to extract insights, validate assumptions, and streamline workflows. - You design systems with scale in mind - anticipating bottlenecks, iterating based on feedback, and codifying learnings into playbooks and standards. - You coordinate resources and align priorities across teams, building trust through transparency, accountability, and clear communication. - You take calculated risks and make decisions that advance pod objectives, anticipating downstream impacts before taking action. - You're motivated by the opportunity to make an impact on one of our generation's defining problems: affordable mental healthcare. Compensation and Benefits: The expected base pay range for this position is $105,400 - $155,000 based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for an equity grant, depending on the position and level. We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential. - Benefits offered include: - Equity compensation - Medical, Dental, and Vision coverage - HSA / FSA - 401K - Work-from-Home Stipend - Therapy Reimbursement - 16-week parental leave for eligible employees - Carrot Fertility annual reimbursement and membership - 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st - Flexible PTO - Employee Assistance Program (EAP) - Training and professional development We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience. Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please inform the recruiter when they contact you to schedule your interview. Headway participates in E-Verify. To learn more, click here. A notice to Headway applicants: To protect yourself against phishing and recruitment fraud, please note that Headway only accepts applications through our official careers page at https://headway.co/careers. Headway will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from a @findheadway.com email address. If you are contacted by someone claiming to be from Headway via an unofficial channel, please do not share any information and report it as spam.

1 in 4 people in the US have a treatable mental health condition, but most providers don't accept insurance, making therapy too expensive for most people. Headway’s mission is to fix this by building a new mental healthcare system everyone can access. We started by solving the biggest barrier to care: insurance. The admin work - credentialing, claims, payment reconciliation - is a nightmare. We've automated that. But we're going further. Over 70,000 providers across all 50 states run their practice on our software, serving over 1 million patients. We are building the best tools for therapists to run their entire practice, reimagining the experience of finding a therapist, and investing in the platform foundations to enable this at scale. We aren't just a billing layer; we are becoming the platform where care actually happens. We're a Series D company with $325M+ in funding (a16z, Accel, GV, etc.), looking for exceptional people to help us achieve this mission. We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better. About the Role: As a Senior Associate on the CX Programs team, you'll play a key role in shaping and improving the customer experience at Headway. You'll act as a CX expert and true voice of the customer: bringing customer needs and pain points into every conversation with cross-functional partners, and turning those insights into better processes, clearer support strategies, and more seamless launches. In this role, you'll own projects end to end, from identifying gaps to driving solutions that land well for both customers and agents. You'll collaborate closely with teams across the company to ensure consistency in how we support our customers, and you'll use data to influence meaningful improvements to our satisfaction and performance metrics. - You Will - Develop understanding of customer needs and pain points to design, iterate, and improve end-to-end customer experience - Contribute to the evolution of key KPIs such as CSAT, TTR, and self-resolution improvements for relevant projects - Support CX change readiness for new features and releases by mapping requirements, developing CX processes, and managing timelines - Create and enhance support processes to improve customer experience and provide consistency in support strategy execution - Partner with the Knowledge Management team to ensure ongoing clarity and usability of SOPs - Support cross-functional teams in implementing customer-centric product and process improvements, driving change to improve CSAT - Analyze customer feedback and ensure alignment across teams via insight readouts and root cause analysis - Drive CX enablement by leveraging AI tools to improve team efficiency, reduce resolution times, and scale support operations - You’d be a great fit if… - You're deeply curious about the full customer journey and seek to understand the experience beyond what comes through a support ticket - You can translate messy customer data into clear insights and compelling narratives for cross-functional stakeholders - You're energized by owning projects end-to-end and thrive in environments where processes are still being built - You have a point of view on what great customer experience looks like and aren't shy about advocating for the customer when working with Product and Ops teams - You're excited about using AI tools to work smarter and enable our CX team Compensation and Benefits: The expected base pay range for this position is $80,920- $119,000 based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for an equity grant, depending on the position and level. We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential. - Benefits offered include: - Equity compensation - Medical, Dental, and Vision coverage - HSA / FSA - 401K - Work-from-Home Stipend - Therapy Reimbursement - 16-week parental leave for eligible employees - Carrot Fertility annual reimbursement and membership - 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st - Flexible PTO - Employee Assistance Program (EAP) - Training and professional development We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience. Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please inform the recruiter when they contact you to schedule your interview. Headway participates in E-Verify. To learn more, click here. A notice to Headway applicants: To protect yourself against phishing and recruitment fraud, please note that Headway only accepts applications through our official careers page at https://headway.co/careers. Headway will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from a @findheadway.com email address. If you are contacted by someone claiming to be from Headway via an unofficial channel, please do not share any information and report it as spam.