Operations Lead

🕒 September 1

🇺🇸 United States – Remote

💵 $95.2k - $140k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Headway

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

🛡️ Insurance

💼 Consulting

📦 Logistics

Insurance • Consulting • Logistics

Headway is a platform that connects individuals with mental health providers, helping them find the right fit according to their needs and insurance coverage. By partnering with numerous insurance providers, Headway ensures that users can access mental health care affordably. It offers both in-person and virtual care options, and manages the payment and billing processes for a hassle-free experience. The platform's aim is to simplify the search and access to therapy and psychiatric support for users, allowing them to focus on their mental health without the administrative burdens.

📋 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

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