Customer Experience Business Analytics Manager - 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

• 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.

Requirements

• 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.

Benefits

• 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