Customer Care Manager, Quality Assurance - Remote

Overview

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.

In Short

• Lead the Quality Assurance program for Headway’s Customer Care team.
• Develop a best-in-class quality program to assess agent interactions.
• Continuously adjust the QA program to meet team needs.
• Review QA data to identify opportunities for improvement.
• Collaborate with internal and external stakeholders.
• Drive strategic initiatives to improve quality across experiences.
• Utilize strong analytical skills to translate data into insights.
• Build trust and influence with cross-functional partners.
• Implement processes to enhance quality and efficiency.
• Make an impact on mental healthcare affordability.

Requirements

• 5+ years in Customer Experience, 3+ in QA leadership.
• Experience building or scaling QA programs.
• Deep knowledge of QA frameworks and methodologies.
• Experience designing quality scorecards and feedback loops.
• Strong analytical skills for data-driven insights.
• Excellent communication and facilitation skills.
• High attention to detail and passion for customer interactions.
• Bias toward action in driving process improvements.
• Creative problem solver with a focus on operational challenges.
• Motivated to make a significant impact on mental healthcare.

Benefits

• Medical, Dental, and Vision coverage.
• HSA / FSA options.
• 401K plan.
• Work-from-Home Stipend.
• Therapy Reimbursement.
• 13 paid holidays and a Holiday Break.
• Unlimited PTO.
• Employee Assistance Program (EAP).
• Training and professional development opportunities.