Customer Care Manager - Quality Assurance

March 29

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Headway

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Headway is a platform that connects individuals with mental health providers, helping them find the right fit according to their needs and insurance coverage. By partnering with numerous insurance providers, Headway ensures that users can access mental health care affordably. It offers both in-person and virtual care options, and manages the payment and billing processes for a hassle-free experience. The platform's aim is to simplify the search and access to therapy and psychiatric support for users, allowing them to focus on their mental health without the administrative burdens.

201 - 500 employees

Founded 2019

⚕️ Healthcare Insurance

🧘 Wellness

📋 Description

• Headway’s mission is a big one – to build a new mental health care system everyone can access. • 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 45,000 mental healthcare providers across all 50 states who run their practice on our software and have served over 1 million patients. • 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 QA Manager to lead its Quality program. Our Customer Care (CC) 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. • The person in this role will be responsible for developing a best in class quality program that objectively assesses quality across agent interactions and helps Headway Customer Care stand out as a differentiator. • The person in this role will work closely with the CC Leadership Team to develop and pursue Headway’s vision for the best-in-class customer care. As a QA expert, you will mastermind strategic initiatives to improve quality across the patient and provider experience. And you will be empowered to collaborate with internal and external stakeholders, representing the voice of our agents, patients, and providers.

🎯 Requirements

• 5+ years of experience in Customer Experience, with 3+ years in Quality Assurance leadership roles. • Experience building or scaling a QA program across both internal teams and outsourced/vendor environments. • Deep knowledge of QA frameworks, methodologies, and tools. • Experience designing and managing quality scorecards, calibration, and feedback loops. • Strong analytical skills—you can translate quality data into business insights and strategic recommendations. • Excellent communication and facilitation skills; able to influence and build trust with cross-functional partners. • High attention to detail, with a passion for elevating customer interactions and improving team performance. • Bias toward action in driving and implementing processes to improve quality and increase efficiency. • Analytical and creative problem solver: you dig into challenges, quantify them, and create "handmade" solutions. • Passionate about constant improvement and tackling operational challenges, proposing solutions, and measuring their impact. • Motivated by the opportunity to make an impact on one of our generation's defining problems, making mental healthcare affordable.

🏖️ Benefits

• Medical, Dental, and Vision coverage • HSA / FSA • 401K • Work-from-Home Stipend • Therapy Reimbursement • 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st • Unlimited PTO • Employee Assistance Program (EAP) • Training and professional development