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 34,000 mental healthcare providers across all 50 states who run their practice on our software. 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.
Headway is looking for an experienced Workforce Manager to oversee forecasting, planning, staffing optimization and reporting for our CX team. Our CX team is the tip of the spear that will make affordable healthcare a reality for millions, and you will be there to shape this experience. This is a unique opportunity in an industry that needs to be rebuilt.
In this position, you will play a critical role in building the CX organization’s workforce management function to support our internal and external (BPO) teams. You’ll create the infrastructure for our capacity planning, forecasting and scheduling to ensure we have the right agents, in the right place, at the right time. You’ll also lead real-time adherence (RTA) efforts to optimize staffing, create pivotal dashboards and reports, and identify opportunities to improve agent productivity. As an analyst, you’ll evaluate “what if” scenarios and provide insights that empower and enable the CX team to run our operations more effectively and efficiently.
The person in this role is analytical, operationally excellent, and unflappable in a fast-moving environment. You will play a key role in improving the foundation that allows us to deliver on key metrics like response time, productivity, and forecast accuracy. As a workforce manager, you will build a long-term strategic vision for Headway’s workforce operations and work with the CX team to pursue Headway’s vision for the best-in-class provider and client experience.
You will:
Own all forecasting and planning
Optimize CX staffing
Oversee workforce data and reporting
You’d be a great fit if...
Compensation and Benefits:
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We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience.
Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please contact [email protected]
Headway employees work remotely across the US, with the option to work from offices in New York City and San Francisco. Headway participates in E-Verify. To learn more, click here.
