Lead, Knowledge Management

Remote

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Mental Health, Healthcare Technology, SaaSIndustries

Requirements

Candidates should possess 5+ years of experience in knowledge management, enablement, or content operations, ideally within fast-paced, tech-enabled organizations. Proficiency in writing and editing, with the ability to simplify complex topics, is essential. Experience with tools such as Confluence, Jira, Zendesk, and AI-enabled knowledge platforms is required. The ideal candidate is detail-oriented, comfortable with day-to-day operations in a dynamic environment, and capable of independent and asynchronous collaboration. Experience in healthcare, mental health, BPO, or startup settings is a plus.

Responsibilities

The Lead, Knowledge Management will execute updates to CX macros, SOPs, Confluence pages, and workflows, managing review and update cycles to ensure content remains current and reliable. They will audit CX knowledge to identify and rectify outdated, conflicting, or missing information, applying and enforcing standards for clarity, tone, and formatting. This role involves structuring knowledge for both human readability and AI compatibility, partnering with subject matter experts for content validation, and addressing urgent content fixes. Responsibilities also include maintaining change logs and version control, providing progress updates, informing CX agents of changes, identifying process improvements, and supporting AI readiness through formatting and tagging knowledge.

Skills

Knowledge Management

Content Operations

Content Auditing

Content Updates

SOPs

Confluence

Workflows

Problem-Solving

Information Architecture

AI Tools

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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