Customer Experience Operations Project 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

• Serve as the operational project manager and coordinator for Customer Experience initiatives.
• Lead cross-functional coordination to ensure smooth execution of operational rollouts.
• Partner closely with various teams to remove blockers and drive results.
• Understand operational processes and workflows to ensure successful integration of new initiatives.
• Develop structured processes to identify and prioritize continuous improvement opportunities.
• Create and maintain playbooks and documentation for operational handoff.
• Track progress, manage timelines, and ensure accountability across teams.

Requirements

• 5+ years of experience in operations, business analytics, or strategic consulting.
• Passionate about understanding operational processes and workflows.
• Strong project management skills with a knack for structure in ambiguous environments.
• Excellent at managing multiple stakeholders to drive alignment.
• Strong sense of ownership and energized by building processes from scratch.
• Motivated by driving meaningful impact for providers and patients.
• Comfort with operational data and interpreting trends for decision-making.

Benefits

• Equity Compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development