• In collaboration with the Virtual Center Manager, the Operations Supervisor supports the management of the Representative team, ensuring the efficient and effective delivery of services and engagement of a motivated employee workforce. • The Operations Supervisor provides leadership and guidance to the Representative staff, ensuring they are well-versed in interacting with and responding to complaints, support, sales, and service. • The Operations Supervisor fosters an environment where staff are motivated and connected to the organization's mission. • Ensures that superior service quality is delivered to all customers and trained on all customer support lines. • Provides escalation support for agents relating to customer needs, feedback, queries, complaints, requests and outages. • Collaborates with Virtual Center Manager to ensure all key performance metrics are consistently met or exceeded to ensure program success. • Maintain and encourage a positive remote work environment. • Tracks and communicates with the Virtual Center Manager on schedule creation and changes and needs not limited to supplies, equipment and maintenance. • Promotes good attendance while projecting a professional image. • Provides all kinds of support, as needed, to customers, including but not limited to answering questions, providing technical support, taking or tracking orders, handling or resolving billing issues, making sales calls, collecting information, and performing surveys. • Monitors real-time queue and works with Team Leaders and Virtual Center Manager to adjust schedules to ensure inbound customer calls are handled as a priority. • Provides continual evaluation of processes and procedures and suggests methods to improve operational efficacy and service to both internal and external customers and vendors. • Provides administrative support. • Ensure compliance with company policies and regulations. • Other duties as assigned.

Role Description We are seeking a Project Coordination Analyst to join our Corporate Team . This is a unique opportunity for an entrepreneurial, highly driven person with a well-rounded skill set to join the Corporate Team, whose responsibilities extend beyond those of traditional project coordination. The ideal person for this role will need to not only have a strong grasp of project coordination, analysis, and cross-functional support, but also be flexible and a strategic thinker able to take on a variety of tasks. Responsibilities - Project Setup & Validation: Receive and set up new projects/assignments across multiple systems, ensuring all provided information is accurate and complete. - Project Maintenance: Manage and update project details, including following up with relevant stakeholders to obtain missing or revised information. - Status & Billing Oversight: Maintain accurate project statuses and ensure invoicing and payor details are kept up to date. - Access Management: Provide employees with appropriate access to projects/assignments across various platforms. - Communication Support: Answer incoming calls via the call queue and respond to project setup requests received through group email. - Special Projects: Provide support for ad hoc and strategic initiatives as needed. Qualifications - High school diploma or equivalent, and at least 3 to 5 years of administrative or insurance-related experience. - Proven background in administrative support, including accurate data entry and data management. - Proficiency in Microsoft Office applications (Excel, Word, Outlook, etc.) with the ability and willingness to learn new technologies. - Demonstrated job stability and reliability. - Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. - Strong organizational and time-management skills with the ability to consistently meet deadlines. - Excellent written and verbal communication skills with a professional, approachable style. - High level of accuracy, attention to detail, and thoroughness in all tasks. - Collaborative team player who contributes positively to team dynamics. - Must reside in the United States and in the Eastern time zone. - Ability to work flexibly, including occasional evenings, weekends, or holidays during high-volume periods or CAT (catastrophe) events. Requirements - Bachelor's degree preferred. - Experience in insurance claims, including intake and claims management. - Prior experience in the insurance sector and familiarity with dispute resolution processes is highly desirable. Benefits - Flexible work environment allows employees to work remotely, when needed. - Medical, Dental, and Vision Insurance.

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 75,000 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, Spark Capital, 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. To power this mission, we're building a world-class Operations team that enables efficiency, growth, and quality. As a member of this team, you will have a material impact on the trajectory of Headway and own workflows and processes that are core to the impact we deliver for our patients, providers, and payer partners. As a Senior Operations Associate, you will operationalize and scale core workflows that will deliver real-world impact to hundreds of thousands of patients and providers around the country. You will be responsible for designing and implementing world-class execution strategy to ensure high-quality operations and you will also be an operational bridge to our product and data teams at Headway in order to drive the future-first nature of the solutions you deliver. This role is core to ensuring the operational health of our business and will provide you with deep exposure to the unique mechanics of the healthcare system. This is an opportunity to get hands-on in a data- and product-first environment and own outcomes core to the success of our business. - You Will: - Drive the build, execution, monitoring & ongoing implementation of scalable products and processes that enable us to deliver on core business challenges - Leverage your operational expertise to identify opportunities for improved efficiency and automation - Support and lead cross-functional efforts with our product, engineering, payer, and CX teams to drive core ops processes and achieve team OKRs. - You’d be a great fit if… - You have 3-5 years of experience in consulting / operations / investment banking or related experience; operations experience at a high-growth startup is a plus. - You are a self-starter, and are constantly pushing toward clarity and execution. - You are highly data-driven and can drive complex analyses to identify key actionable insights. - You are a collaborator who proactively partners across teams while holding others and yourself accountable for business results. - You are a systems thinker, inclined to solve problems with product and automation. Compensation and Benefits: The expected base pay range for this position is $76,160 - $112,000, 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.

• Oversee the full lifecycle of custom manufacturing orders from initiation to delivery • Coordinate daily with factory teams to ensure production accuracy, on-time delivery, and quality standards • Review samples, pre-production materials, and testing results before mass production • Manage logistics, delivery timelines, and payment coordination with internal and external partners • Troubleshoot production issues and ensure smooth resolution across stakeholders • Act as the main point of contact between clients, factory partners, and internal teams • Collaborate with sales and customer success teams on complex or high-value projects • Work with design teams to validate files, materials, and production feasibility • Support early-stage project assessments including cost and production constraints • Conduct cost analysis and negotiate with manufacturers to achieve target gross profit margins • Ensure pricing aligns with both company financial goals and client expectations • Maintain strict quality control across all production stages • Identify opportunities to improve processes, reduce costs, and increase efficiency