Headway
CX Business Analytics Manager
Job Summary
The role involves partnering with data teams to analyze performance drivers and support operational improvements within Headway's Customer Experience team. The candidate will perform deep-dive analyses, develop scalable models, and provide actionable insights to optimize customer support and service delivery. Key qualifications include extensive experience in data analysis, proficiency in SQL and BI tools, and the ability to collaborate across teams. The position focuses on leveraging data to influence strategy and improve the experience for providers and patients in a rapidly growing mental healthcare platform.
Required Skills
Benefits
Job Description
Headway’s mission is a big one – 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. 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’re a Series D company with over $325m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures and Health Care Service Corporation.
We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.
At Headway, our Customer Experience team aims to deliver exceptional support to both providers and patients. As we scale our operations and also expand into new areas like Community, we’re looking to deepen our understanding of performance drivers and unlock continuous improvements across our operating model.
We’re hiring a Customer Experience Business Analytics Manager to be the dedicated analytics partner to our Customer Care and Community teams. This is a unique opportunity to join a high-impact, fast-moving team at a pivotal time — and help shape how data informs our decisions, priorities, and strategy.
In this role, you will:
- Own the relationship with our Data partner to ensure operational performance needs are scoped, prioritized, and delivered on time.
- Run deep-dive, ad hoc analyses to help us better 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.
You’d be a great fit if you:
- Have 6+ years of experience, including 1-2 in strategic management consulting & operations/business analytics roles, with exposure to customer service or customer experience a strong plus.
- Are passionate about digging into the numbers to uncover what’s really driving performance — not just looking at surface-level metrics.
- Bring a strong operational and analytical mindset, with an ability to connect data to business outcomes.
- Thrive in cross-functional settings and love collaborating to drive meaningful impact with business partners.
- Are energized by understanding performance levers and using data to influence operational improvements.
- Have working proficiency in technical tools such as SQL, Excel/Sheets, and business intelligence tools (e.g., Looker, Tableau, Mode) to analyze and visualize data.
- Are a first principles thinker who knows how to break down a problem, identify what matters, and focus efforts on impact.
- Are motivated by the opportunity to support real people (our providers and patients) and to improve how we deliver care at scale.
The expected base pay range for this position is $116,960 - $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
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 employees work remotely across the US, with the option to work from offices in New York City, San Francisco and Seattle. Headway participates in E-Verify. To learn more, click here.
Headway
A platform connecting patients with mental health providers, simplifying access to therapy and psychiatric care.
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