Headway

CX Business Analytics Manager

Remote

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

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 Paid Time Off
Employee Assistance Program (EAP)
Training and professional development

Risks

Increased competition from platforms like BetterHelp and Talkspace.
Potential backlash from professionals feeling undervalued by Headway's platform.
Regulatory scrutiny as Headway expands into Medicare Advantage and Medicaid.

Differentiation

Headway simplifies finding and paying for therapy with an insurance-accepting provider network.
It reduces administrative burdens for mental health professionals, enhancing focus on patient care.
Headway's platform offers both virtual and in-person therapy sessions, increasing accessibility.

Upsides

Raised $100M in Series D to expand into Medicare Advantage and Medicaid.
Partnerships with Cigna and Blues plan to expand services to all 50 states.
Growing demand for telehealth services boosts Headway's market potential.

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