Senior Real-Time Analyst - 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

• Monitor real-time performance across channels and queues to ensure service levels are met
• Track agent adherence, shrinkage, and occupancy, and take action on intraday risks
• Communicate with BPO vendor RTAs to adjust skilling, breaks, and other staffing levers
• Generate daily and weekly reports to share trends with CX leadership
• Support schedule optimization efforts by identifying patterns and inefficiencies
• Partner with the WFM Manager and Capacity Planning team to refine forecasts and staffing strategies
• Propose improvements to dashboards, alerts, or workflows that support real-time execution

Requirements

• You have 2–4+ years of experience in workforce management or real-time support operations
• You’re confident using WFM tools (e.g., Playvox, Assembled) and live performance dashboards
• You are data-driven and comfortable analyzing SLA, adherence, and shrinkage metrics
• You have strong communication skills and are comfortable working with BPO teams across time zones
• You enjoy solving problems under pressure and bring structure to high-speed environments
• You thrive in fast-moving, ambiguous situations and are proactive about continuous improvement
• You’re excited to contribute to a mission-driven team working to expand access to mental healthcare

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