Job description
Headway is building a new mental healthcare system that everyone can access.
1 in 4 people in the US have a treatable mental health condition, but the vast majority do not get the care they need. The primary reason is cost: the majority of therapists do not accept insurance, meaning paying for therapy is prohibitively expensive for prospective patients. That’s why Headway is building the first software-enabled network of therapists who accept health insurance, making it easy for therapists to grow their practices, and possible for patients to find quality care they can afford.
We launched in April of 2019 and are now powering 200,000+ appointments per month. To scale our vision, we’ve raised over $100 million in funding from a16z, Thrive, Accel, and Google Ventures.
Join us, and make an impact.
About The Role
Headway is looking for an experienced QA Manager to lead a team of QA specialists and help scale our customer service infrastructure as we rapidly expand our geographic reach. Our CX 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. This is a unique opportunity in an industry that needs to be rebuilt, and this role will be pivotal in building a support infrastructure focused on continuous improvement.
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 CX standout as a differentiator in the healthcare industry. As a leader in this space, you will continuously adjust the QA program to meet the needs of a constantly growing CX team - including rubric design, audit cadence, reporting and technology. You’ll also eview quantitative and qualitative QA data to identify areas of opportunity and drill down into ambiguous problems.
Additionally, the QA Manager will lead a team of high performing QA associates whose primary responsibility is to grade internal and external CX interactions. This work will be used to coach the CX team, identify people/process/product opportunities, and deliver strong NPS, CSAT, and response times.
The person in this role will work closely with the CX Leadership Team to develop and pursue Headway’s vision for the best-in-class provider and client experience. 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.
You’d be a great fit if...
- You have experience building or managing a Quality team
- You have CX support experience, empathy for clients and can bring best practices for client problem-solving to our team
- You thrive managing a team and enjoy investing in ongoing learning and coaching
- You are energized by ambiguous and fast-paced tech environments
- You’re an analytical and creative problem solver: you dig into challenges, quantify them, and create “handmade” solutions
- You can connect the dots with a data-driven approach to optimize the customer experience
- You have passion for Headway’s mission
- You thrive in ambiguity, and seek out opportunities to dive into unfamiliar challenges, drive towards outcomes, and shape strategy.
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 employees work remotely across the US, with the option to work from our NYC HQ.
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 to receive other benefits and privileges of employment, please contact talent@findheadway.com.
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