<div class="content-intro">Headway’s mission is a big one – to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance.&nbsp;
1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice.&nbsp;
Headway was founded in 2019. Since then, we’ve grown into a diverse, national network of over 45,000 mental healthcare providers across all 50 states who run their practice on our software and have served over 1 million patients. We’re a Series D company with over $325m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures and Health Care Service Corporation.
We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.</div>About the Team &amp; Role
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.
In this role, you will:
<ul>
<li>Serve as the operational project manager and coordinator for Customer Experience initiatives, with a primary focus on Customer Care and later expanding to Community.</li>
<li>Lead cross-functional coordination to ensure smooth execution of operational rollouts, from pilot to scale.</li>
<li>Partner closely with Product, Systems, WFM, Vendor Management, and frontline teams to remove blockers and drive results.</li>
<li>Understand operational processes and workflows in depth to ensure successful integration of new initiatives.</li>
<li>Develop structured processes to identify and prioritize continuous improvement opportunities.</li>
<li>Create and maintain playbooks and documentation to enable successful handoff to operational owners once initiatives stabilize.</li>
<li>Track progress, manage timelines, and ensure accountability across teams.</li>
</ul>
You’d be a great fit if you:
<ul>
<li>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.</li>
<li>Are passionate about understanding operational processes, workflows, and how new initiatives fit into (or improve) them.</li>
<li>Are a strong operator with excellent project management skills and a knack for bringing structure to ambiguous environments.</li>
<li>Love collaborating cross-functionally and excel at managing multiple stakeholders to drive alignment and deliver results.</li>
<li>Have a strong sense of ownership and are energized by building processes from the ground up.</li>
<li>Are motivated by driving meaningful impact for providers and patients, and seeing your work translate into real-world improvements.</li>
<li>Possess foundational comfort with operational data and can interpret trends to inform decision-making&nbsp;</li>
</ul>
Compensation and Benefits
The expected base pay range for this position is&nbsp;$97,240- $172,000, based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for performance-based variable compensation and 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.
<ul>
<li>Benefits offered include:</li>
<ul>
<li>Equity Compensation</li>
<li>Medical, Dental, and Vision coverage</li>
<li>HSA / FSA</li>
<li>401K</li>
<li>Work-from-Home Stipend</li>
<li>Therapy Reimbursement</li>
<li>16-week parental leave for eligible employees</li>
<li>Carrot Fertility annual reimbursement and membership</li>
<li>13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st</li>
<li>Flexible PTO</li>
<li>Employee Assistance Program (EAP)</li>
<li>Training and professional development</li>
</ul>
</ul><div class="content-conclusion">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 employees work remotely across the US, with the option to work from offices in New York City, San Francisco and Seattle. Headway participates in E-Verify. To learn more, click&nbsp;<a href="https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf">here.</a></div>

Headway’s mission is a big one – to build a new mental health care system
everyone can access. We’ve built technology that helps people find great
therapists with the first software-enabled national network of providers
accepting insurance.

1 in 4 people in the US have a treatable mental health condition, but the
majority of providers don’t accept insurance, making therapy too expensive for
most people. Headway is building a new mental healthcare system that everyone
can access by making it easy for therapists to accept insurance and scale
their practice.

Headway was founded in 2019. Since then, we’ve grown into a diverse, national
network of over 45,000 mental healthcare providers across all 50 states who
run their practice on our software and have served over 1 million patients.
We’re a Series D company with over $325m in funding from a16z (Andreessen
Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive
Capital, Forerunner Ventures and Health Care Service Corporation.

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 Team & Role**

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.

**In this role, you will:**

  * 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.

**You’d be a great fit if you:**

  * 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 

**Compensation and Benefits**

The expected base pay range for this position is $97,240\- $172,000, based on
a variety of factors including qualifications, experience, and geographic
location. In addition to base salary, this role may be eligible for
performance-based variable compensation and 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 employees work remotely across the US, with the option to work from
offices in New York City, San Francisco and Seattle. Headway participates in
E-Verify. To learn more, click
[here.](https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf)

