Headway
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1 in 4 people in the US have a treatable mental health condition, but most providers don't accept insurance, making therapy too expensive for most people. Headway’s mission is to fix this by building a new mental healthcare system everyone can access. We started by solving the biggest barrier to care: insurance. The admin work - credentialing, claims, payment reconciliation - is a nightmare. We've automated that.
But we're going further. Over 70,000 providers across all 50 states run their practice on our software, serving over 1 million patients. We are building the best tools for therapists to run their entire practice, reimagining the experience of finding a therapist, and investing in the platform foundations to enable this at scale. We aren't just a billing layer; we are becoming the platform where care actually happens.
We're a Series D company with $325M+ in funding (a16z, Accel, GV, etc.), looking for exceptional people to help us achieve this mission. We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.
About the Team & Role
- Headway is building the infrastructure for mental healthcare to work for everyone. Our CX Workforce Management (WFM) team is the staffing engine of that operation—connecting patients, providers, and payers through a contact center that is rapidly expanding in scope and headcount.
- We are looking for a highly technical Capacity Planning Lead to own the demand-and-supply modeling that drives our hiring plans, headcount strategy, and budgetary decisions with leadership.
You Will
- Architect the Capacity Engine: Build and maintain a comprehensive capacity model. You will mathematically map volume mix, omnichannel routing (Chat/Email/Voice), offshore capture rates, customer escalations, the rate of cross-functional (XFN) holds, and more.
- Model Agent Productivity: Transform raw agent-level workforce data into actionable intelligence. Compute ticket lifecycle metrics, validate handle time distributions and the number of interactions required to resolve an issue. Build logic to detect outlier behaviors (e.g., cherry-picking, complexity-driven variance) and support operational leaders as a data insights lighthouse using AI tools.
- Own the Financial Translation: Bridge the gap between Operations and Finance. Translate Erlang C FTE requirements into a fully loaded staffing plan, actively participating in monthly Budget reconciliation meetings to explain volume and handle-time variances in dollar terms.
- Drive BPO Capacity Locks: Generate and enforce the 30-60-90 day headcount lock plans for our offshore vendor partners, holding them accountable to forecasted hiring and shrinkage targets.
- Own the Staffing Plan: Compute, align, and project operational rates down to the customer’s issue-type level and market segment. Apply seasonality adjustments and project demand across monthly, quarterly, and multi-year horizons.
- Translate Messy Reality into Clean Data: Map raw ticket data through complex carrier → payer → agent specializations, handling the structural messiness of real-world insurance routing and triage misclassifications. Highly organized and with attention to details.
You’d be a great fit if…
- WFM & Queue Physics: You possess a deep understanding of capacity planning fundamentals. You know exactly how Volume, AHT, and other KPIs – like Reopen Rate – translates to required agent-minutes, and how shrinkage, attrition, occupancy, and SLA targets layer on top.
- Cross-Functional Influence: You don’t just forecast the weather; you help build the roof. You have a track record of taking capacity insights (e.g., "This specific billing intent is breaking our Chat concurrency") and partnering with Product and Engineering to drive automated deflection.
- Data-Backed Storytelling: You communicate with CX leadership and Finance using clear, opinionated, data-backed narratives–avoiding overly technical language.
- AI-Augmented Execution: You have experience leveraging LLMs and AI-assisted tooling to accelerate exploratory data analysis, and iterate on models. Crucially, you possess the analytical rigor to know when to trust the AI's output and when to verify it.
Advanced SQL Fluency: You are highly comfortable in Snowflake (or similar SQL dialects), writing complex queries utilizing CTEs, window functions, and UNION ALL orchestration. You think in DAGs and data pipelines, not just spreadsheets.
Compensation and Benefits:
The expected base pay range for this position is $124,100 - $146,000, based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for an equity grant, depending on the position and level.
We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.
- 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
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 inform the recruiter when they contact you to schedule your interview.
Headway participates in E-Verify. To learn more, click here.
A notice to Headway applicants: To protect yourself against phishing and recruitment fraud, please note that Headway only accepts applications through our official careers page at https://headway.co/careers. Headway will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from a @findheadway.com email address. If you are contacted by someone claiming to be from Headway via an unofficial channel, please do not share any information and report it as spam.
Ready to apply?
Apply to Headway
1 in 4 people in the US have a treatable mental health condition, but most providers don't accept insurance, making therapy too expensive for most people. Headway’s mission is to fix this by building a new mental healthcare system everyone can access. We started by solving the biggest barrier to care: insurance. The admin work - credentialing, claims, payment reconciliation - is a nightmare. We've automated that.
But we're going further. Over 70,000 providers across all 50 states run their practice on our software, serving over 1 million patients. We are building the best tools for therapists to run their entire practice, reimagining the experience of finding a therapist, and investing in the platform foundations to enable this at scale. We aren't just a billing layer; we are becoming the platform where care actually happens.
We're a Series D company with $325M+ in funding (a16z, Accel, GV, etc.), looking for exceptional people to help us achieve this mission. We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.
About the Role:
As a Senior Associate on the CX Programs team, you'll play a key role in shaping and improving the customer experience at Headway. You'll act as a CX expert and true voice of the customer: bringing customer needs and pain points into every conversation with cross-functional partners, and turning those insights into better processes, clearer support strategies, and more seamless launches.
In this role, you'll own projects end to end, from identifying gaps to driving solutions that land well for both customers and agents. You'll collaborate closely with teams across the company to ensure consistency in how we support our customers, and you'll use data to influence meaningful improvements to our satisfaction and performance metrics.
- You Will
- Develop understanding of customer needs and pain points to design, iterate, and improve end-to-end customer experience
- Contribute to the evolution of key KPIs such as CSAT, TTR, and self-resolution improvements for relevant projects
- Support CX change readiness for new features and releases by mapping requirements, developing CX processes, and managing timelines
- Create and enhance support processes to improve customer experience and provide consistency in support strategy execution
- Partner with the Knowledge Management team to ensure ongoing clarity and usability of SOPs
- Support cross-functional teams in implementing customer-centric product and process improvements, driving change to improve CSAT
- Analyze customer feedback and ensure alignment across teams via insight readouts and root cause analysis
- Drive CX enablement by leveraging AI tools to improve team efficiency, reduce resolution times, and scale support operations
- You’d be a great fit if…
- You're deeply curious about the full customer journey and seek to understand the experience beyond what comes through a support ticket
- You can translate messy customer data into clear insights and compelling narratives for cross-functional stakeholders
- You're energized by owning projects end-to-end and thrive in environments where processes are still being built
- You have a point of view on what great customer experience looks like and aren't shy about advocating for the customer when working with Product and Ops teams
- You're excited about using AI tools to work smarter and enable our CX team
Compensation and Benefits:
The expected base pay range for this position is $80,920- $119,000 based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for an equity grant, depending on the position and level.
We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.
- 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
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 inform the recruiter when they contact you to schedule your interview.
Headway participates in E-Verify. To learn more, click here.
A notice to Headway applicants: To protect yourself against phishing and recruitment fraud, please note that Headway only accepts applications through our official careers page at https://headway.co/careers. Headway will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from a @findheadway.com email address. If you are contacted by someone claiming to be from Headway via an unofficial channel, please do not share any information and report it as spam.
Ready to apply?
Apply to Headway
1 in 4 people in the US have a treatable mental health condition, but most providers don't accept insurance, making therapy too expensive for most people. Headway’s mission is to fix this by building a new mental healthcare system everyone can access. We started by solving the biggest barrier to care: insurance. The admin work - credentialing, claims, payment reconciliation - is a nightmare. We've automated that.
But we're going further. Over 70,000 providers across all 50 states run their practice on our software, serving over 1 million patients. We are building the best tools for therapists to run their entire practice, reimagining the experience of finding a therapist, and investing in the platform foundations to enable this at scale. We aren't just a billing layer; we are becoming the platform where care actually happens.
We're a Series D company with $325M+ in funding (a16z, Accel, GV, etc.), looking for exceptional people to help us achieve this mission. We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.
About The Role
Headway is looking for a Systems Lead with a strong background in CX analytics, AI adoption, and voice platform configuration to join our CX Systems team. Our CX team is the tip of the spear delivering affordable mental healthcare to millions — and you'll shape how that experience is measured, automated, and continuously improved.
This is a unique opportunity to own the intersection of data, AI, and voice in a fast-scaling CX organization. You won't just report on what's happening — you'll diagnose root causes, configure the systems that fix them, and drive adoption of the AI tools that help our agents and customers get to resolution faster.
You will:
- Own CX systems metrics and reporting — design, maintain, and evolve dashboards that track key performance metrics (routing accuracy, system uptime, tool utilization) and translate data into clear operational recommendations for CX leadership
- Lead AI adoption across the CX team — measuring impact rigorously; drive agent adoption through enablement and change management
- Configure and optimize the voice/telephony platform — own IVR design, intelligent call routing, queue management, and voice bot scripting; ensure routing logic reflects current business priorities
- Partner with Engineering, IT, Product, and BPO teams to translate CX business requirements into scalable technical configurations
- Manage end-to-end technical programs — from scoping and vendor alignment through deployment and post-launch measurement
- Proactively identify system, analytics, and process gaps; build the business case and drive improvements from idea to production
- Represent the CX team in cross-functional initiatives and be the go-to expert on CX data, AI tooling, and voice systems
You’d be a great fit if…
- You have 3–5+ years of experience in CX operations, analytics, or systems — ideally with exposure to all three
- You've configured or optimized a voice/telephony platform (IVR, call routing, voice bots) — Five9, Genesys, Twilio, Amazon Connect, or similar
- You're comfortable working with new tools, integrations, and configurations across the CX tech stack (CRM, QA, WFM) and can plug in when needed.
- You've deployed or meaningfully improved an AI tool in a CX context — and have the adoption metrics to prove it
- You're comfortable pulling and presenting data without relying on a dedicated analyst — SQL, Looker, Tableau, Metabase, or similar
- You thrive in ambiguity and move fast without sacrificing quality; you know when to ship and when to wait
- You're an analytical and creative problem solver: you dig into root causes, quantify impact, and build solutions that are elegant enough to scale
- You communicate clearly to both technical and non-technical stakeholders, and know how to influence without formal authority
- You're motivated by making an impact on one of our generation's defining problems — making mental healthcare affordable and accessible
Compensation and Benefits:
The expected base pay range for this position is $99,280-$146,000 based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for an equity grant, depending on the position and level.
We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.
- 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
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 inform the recruiter when they contact you to schedule your interview.
Headway participates in E-Verify. To learn more, click here.
A notice to Headway applicants: To protect yourself against phishing and recruitment fraud, please note that Headway only accepts applications through our official careers page at https://headway.co/careers. Headway will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from a @findheadway.com email address. If you are contacted by someone claiming to be from Headway via an unofficial channel, please do not share any information and report it as spam.
Ready to apply?
Apply to Headway