Customer Experience Manager
AlmaSalary not specified
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Healthcare, Mental Health, SoftwareIndustries
Position Overview
- Location Type: Remote
- Employment Type: Full-time
- Salary: Not specified (Series D company with $325M in funding)
Headway’s mission is 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 and has grown into a national network of over 45,000 mental healthcare providers.
Responsibilities
- Own the relationship with the Data partner to ensure operational performance needs are scoped, prioritized, and delivered on time.
- Run deep-dive, ad hoc analyses to help understand performance drivers (e.g., SPH, CSAT, resolution time), uncover gaps, and recommend areas of focus.
- Support monthly business reviews and performance tracking with timely, actionable insights.
- Support the scoping of new performance metrics in partnership with stakeholders, scoping business needs and analytical approaches.
- Build scalable models for performance analysis that influence how we prioritize projects and continuous improvement initiatives.
- Serve as a strategic thought partner to Customer experience leadership team, helping sharpen our understanding of the customer experience and optimize how we support providers and patients.
Requirements
- 6+ years of experience, including 1-2 in strategic management consulting & operations/business analytics roles.
- Strong exposure to customer service or customer experience is a strong plus.
- Passion for digging into the numbers to uncover what’s really driving performance.
Company Information
- Founded: 2019
- Funding: Series D ($325M)
- Investors: a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures, Health Care Service Corporation
- Mission: To build a new mental health care system everyone can access.
- Current Status: National network of over 45,000 mental healthcare providers serving over 1 million patients.
Skills
Data Analysis
Business Analytics
Strategic Management
Customer Service
Customer Experience
Performance Tracking
Modeling
SQL
SPH
CSAT
Headway
Connects patients with affordable mental health services
About Headway
Headway simplifies the process of finding and paying for mental health therapy. It operates in the mental health market, addressing the challenge that many Americans face in accessing care due to high costs and complicated insurance processes. For individuals, Headway provides a platform where they can easily search for therapists and psychiatrists who accept their insurance, allowing them to find the right mental health care without incurring out-of-pocket expenses. For mental health care providers, Headway reduces the administrative workload associated with accepting insurance, enabling them to focus more on patient care. The company connects patients with providers while ensuring effective use of insurance, and it generates revenue by partnering with health plans and providers. Headway's goal is to create a more accessible and affordable mental healthcare system.
New York City, New YorkHeadquarters
2019Year Founded
$318.1MTotal Funding
LATE_VCCompany Stage
HealthcareIndustries
1,001-5,000Employees