Operations Lead

🕒 September 1

🇺🇸 United States – Remote

💵 $95.2k - $140k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 1%

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Headway

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2019

🏥 Healthcare

🏪 Marketplace

☁️ SaaS

💰 $100M Series D - Headway on 2024-07

Healthcare • Marketplace • SaaS

Headway is a healthcare technology company (Therapymatch, Inc. ) that operates an insurance-native marketplace connecting people with licensed mental health providers — therapists and psychiatrists — for in-person and online care. Headway matches users with providers by specialty, location, and insurance coverage, handles insurance verification and billing, and offers tools for providers (provider portal and an insurance-native EHR) to reduce administrative burden. The platform partners with 100+ insurance plans, supports many languages, and emphasizes affordable, in-network mental health care.

📋 Description

• Own and operate the Patient Safety Triage Team, including daily operations, SOPs, quality assurance, and scaling triage workflows • Serve as operations DRI for clinical product launches with patient safety implications • Build operational readiness, define triage logic, and establish escalation pathways for releases • Build and maintain patient safety data infrastructure • Own weekly operating dashboards, monthly vendor reporting, and quarterly Quality & Patient Safety Reports for clinical leadership and the Board • Own the crisis-support vendor relationship, including billing reconciliation, match rate analysis, reporting, coordination, and performance management • Support quality improvement workstreams, clinical incident reporting, and live clinical escalation channels • Plan, execute, and deliver initiatives end-to-end with objectives, timelines, and success metrics • Drive accountability across clinical, product, and engineering 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 affect people's wellbeing • Proficiency with AI and data tools such as Looker, Excel, SQL, and dashboards • Experience designing scalable systems, 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 • Sound judgment under pressure and ability to escalate situations involving patient risk • Authorization to work in the United States for any employer

🏖️ Benefits

• Equity • Robust health and wellness benefits • Retirement savings • Meaningful ownership opportunities through equity • Reasonable accommodations for persons with disabilities