Customer Experience Operations Project Manager

About the Team & Role

At Headway, our Customer Experience team is focused on delivering exceptional support to both providers and patients. As we scale our operations and expand into new areas like Community, we’re looking to ensure the seamless rollout of new initiatives and continuous improvements across our operational landscape.

We’re hiring a Customer Experience Operations Project Manager to serve as the operator who oversees the operational rollout and continuous improvement of our operating model and helps us build a seamless experience for our customers. You will work at the center of cross-functional teams — Customer Care, Community, Product, Systems, Workforce Management, Vendor Management and more — to ensure smooth execution of high-priority initiatives from incubation to full rollout. This role is about connecting the dots, ensuring alignment, and making sure that our operational engine runs smoothly as we scale.

This is a high-impact role for someone who thrives in fast-paced environments, is energized by 0 to 1 problem solving, and wants to see tangible outcomes from their work. You’ll play an essential role in ensuring our frontline teams have what they need to succeed and that our strategic initiatives are executed effectively.

In this role, you will:

• Serve as the operational project manager and coordinator for Customer Experience initiatives, with a primary focus on Customer Care and later expanding to Community.
• Lead cross-functional coordination to ensure smooth execution of operational rollouts, from pilot to scale.
• Partner closely with Product, Systems, WFM, Vendor Management, and frontline teams to remove blockers and drive results.
• Understand operational processes and workflows in depth to ensure successful integration of new initiatives.
• Develop structured processes to identify and prioritize continuous improvement opportunities.
• Create and maintain playbooks and documentation to enable successful handoff to operational owners once initiatives stabilize.
• Track progress, manage timelines, and ensure accountability across teams.

You’d be a great fit if you:

• Have 5+ years of experience in operations, business analytics, or strategic consulting roles, with exposure to customer service or customer experience environments a strong plus.
• Are passionate about understanding operational processes, workflows, and how new initiatives fit into (or improve) them.
• Are a strong operator with excellent project management skills and a knack for bringing structure to ambiguous environments.
• Love collaborating cross-functionally and excel at managing multiple stakeholders to drive alignment and deliver results.
• Have a strong sense of ownership and are energized by building processes from the ground up.
• Are motivated by driving meaningful impact for providers and patients, and seeing your work translate into real-world improvements.
• Possess foundational comfort with operational data and can interpret trends to inform decision-making

Compensation and Benefits

The expected base pay range for this position is $97,240- $172,000, based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for performance-based variable compensation and 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