Operations Lead

About the Position

Operations Lead

Headway is on a mission to revolutionize mental healthcare by building a new system that everyone can access. We're a Series D company with over $325M in funding, and we're looking for an exceptional Operations Lead to join our growing team. This role is pivotal in managing patient safety and operational efficiency as we scale our platform across the nation.

Responsibilities

• Own and operate the Patient Safety Triage Team. Run daily operations, maintain and improve SOPs, own quality assurance, and scale triage workflows as new review surfaces come online.
• Serve as the operations DRI for Clinical Product launches with patient safety implications. Build operational readiness, define triage logic, and stand up escalation pathways ahead of each release - partnering closely with product, engineering, and clinical stakeholders.
• Build and maintain our patient safety data infrastructure. Own the weekly operating dashboard, monthly vendor reporting, and the quarterly Quality & Patient Safety Report delivered to clinical leadership and our Board.
• Own our crisis-support vendor relationship end to end. Manage billing reconciliation, match rate analysis, report preparation, and ongoing vendor coordination and performance management.
• Support quality improvement workstreams, clinical incident reporting, and live clinical escalation channels, bringing operational structure to processes that are still taking shape.
• Plan, execute, and deliver initiatives end-to-end by setting clear objectives, timelines, and success metrics - driving accountability across functions without formal authority.

Requirements

• 5+ years of experience in operational roles at high-growth companies; experience in healthcare, clinical operations, trust & safety, or another high-stakes escalation environment is strongly preferred.
• Experience running a live operational queue or team where response time and quality directly affect people's wellbeing, and comfort being the person accountable when something goes wrong.
• Ability to independently deconstruct complex problems into structured, testable components - and comfort working through ambiguity without waiting for full clarity.
• Proficiency with AI & data tools (e.g., Looker, Excel, SQL, dashboards) and use them fluently to extract insights, validate assumptions, and build reporting that leadership can act on.
• Design systems with scale in mind - anticipating bottlenecks, iterating based on feedback, and codifying learnings into SOPs, playbooks, and standards.
• Experience managing an external vendor or partner relationship, including performance, reporting, and billing.
• Ability to coordinate resources and align priorities across teams, building trust through transparency, accountability, and clear communication.
• Sound judgment under pressure and knowing when to escalate, especially in situations involving patient risk.
• Motivated by the opportunity to make an impact on one of our generation's defining problems: affordable mental healthcare.

We Offer

• Competitive salary range: $95.2K - $140K
• Comprehensive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity.
• Opportunity to work in a dynamic, fast-growing environment with a mission-driven team.

About the Company

Headway is committed to building a new mental healthcare system that everyone can access. We've automated the administrative nightmare of insurance credentialing, claims, and payment reconciliation, and we're now focusing on building the best tools for therapists to run their entire practice. Our platform serves over 1 million patients and 75,000 providers across all 50 states. We believe in the full inclusion of all qualified individuals and are committed to providing reasonable accommodations for persons with disabilities.

Join us at Headway and help change mental healthcare for the better.