Manager, Provider Onboarding (B2C)

About The Role

Headway is scaling our customer onboarding approach and we’re hiring a Manager of Provider Onboarding. Reporting to our Head of Provider Revenue & Retention, you’ll work across product, sales, marketing and operations to define time-to-value for our customers. As Headway scales to deliver high quality behavioral healthcare for millions of people across the country, the complexity of the operational landscape within which we operate has also increased exponentially. We’re seeking an operator to grow and shape the critical function responsible for the onboarding motion. This is a unique opportunity that will place you in the driver’s seat to impact the growth and retention of our customers.

What you’ll do at Headway:

• Define the “onboarding” and time-to-value period through enabling customers to adopt Headway as early on as possible 
• Oversee the handoff between the onboarding team and sales, lifecycle marketing and other customer success teams
• Employ a rapid experimentation approach to quickly validate hypotheses to inform the onboarding motion (self-service tools vs human intervention)
• Focus on translating any new business objectives into an onboarding motion through the most effective channels (e-learning, drip campaigns, webinars, in-app, 1:1 meetings)
• Development and upkeep of onboarding playbook
• Manage 2-4 people and assess needs of team to grow further 
• Audit and implement the optimal onboarding infrastructure (churnzero, salesforce, iterable, intercom, gainsight/e-learning tool) to drive adoption of Headway’s platform
• Set up engagement structure with xfn teams (product, revenue strategy and operations, enablement, marketing, sales) to set and achieve onboarding goals 

You’ll be great for this role if:

• You have worked at a consulting firm or in customer onboarding at a high-growth start-up
• You have 7+ years of work experience and 2+ years of experience managing people
• You are a master at digging into data, defining and running towards clear goals & bringing your team along the way
• You naturally break down complex, unfamiliar problems into well-defined, digestible workstreams
• You thrive in a fast-paced, dynamic environment and manage multiple competing initiatives effectively
• You have proven experience working directly with product teams to build and implement new features

Compensation and Benefits:

• Salary information is based on a single salary target per role and is differentiated based on geographic location (Group A, B, or C)
• Group A: $190,000 OTE
• Group B: $175,000 OTE
• Group C: $160,000 OTE
• Examples of cities located in each Compensation Grouping:
• Group A = NYC, SF/Bay Area, LA Area, Seattle, Boston, Austin, and San Diego
• Group B = Chicago, Miami, Denver, Washington DC, Philadelphia, Atlanta, Minneapolis, Nashville, Sacramento, Phoenix, and Portland
• Group C = All remaining cities

• Benefits offered include:
• 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