Lead, Knowledge Management - 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 60,000 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

• Content Operations
• Execute updates to CX macros, SOPs, Confluence pages, and workflows
• Manage review and update cycles to ensure content stays fresh and reliable
• Audit CX knowledge to identify outdated, conflicting, or missing content
• Apply and uphold standards for clarity, tone, and formatting
• Structure knowledge for both human readability and AI compatibility
• Partner with subject matter experts to validate and refine content
• Address urgent CX content fixes and ensure quick resolution
• Monitor knowledge health and proactively flag risks or gaps
• Provide clear updates on progress and deliverables to team leads

Requirements

• You have 5+ years in knowledge management, enablement, or content operations roles, ideally within fast-moving, tech-enabled organizations
• You’re skilled at writing and editing, with the ability to make complex topics simple and actionable
• You’ve worked with tools like Confluence, Jira, Zendesk, and AI-enabled knowledge platforms
• You’re detail-oriented and comfortable owning day-to-day operations in a fast-changing environment
• You can collaborate effectively across teams while working independently and asynchronously
• Bonus: You have experience in healthcare, mental health, BPO, or startup environments

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