Customer Care Manager, Quality Assurance

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.

About The Role

Headway is looking for an experienced QA Manager to lead its Quality program. Our Customer Care (CC) 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 Customer Care stand out as a differentiator. As a leader in this space, you will continuously adjust the QA program to meet the needs of a dynamic Customer Care team - including program design, audit cadence, reporting and technology. You’ll also review quantitative and qualitative QA data to identify areas of opportunity and drill down into ambiguous problems. The person in this role will work closely with the CC Leadership Team to develop and pursue Headway’s vision for the best-in-class customer care. 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 5+ years of experience in Customer Experience, with 3+ years in Quality Assurance leadership roles.
• You have experience building or scaling a QA program across both internal teams and outsourced/vendor environments.
• You possess deep knowledge of QA frameworks, methodologies, and tools.
• You have experience designing and managing quality scorecards, calibration, and feedback loops.
• You have strong analytical skills—you can translate quality data into business insights and strategic recommendations.
• You have excellent communication and facilitation skills; able to influence and build trust with cross-functional partners.
• You demonstrate high attention to detail, with a passion for elevating customer interactions and improving team performance.
• You have a bias toward action in driving and implementing processes to improve quality and increase efficiency.
• You're an analytical and creative problem solver: you dig into challenges, quantify them, and create "handmade" solutions.
• You're passionate about constant improvement and tackling operational challenges, proposing solutions, and measuring their impact.
• You are motivated by the opportunity to make an impact on one of our generation's defining problems, making mental healthcare affordable.

Compensation and Benefits:

The salary range for this role is $116,960 - $172,000 based on candidate location and experience.

• Benefits offered include:
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Unlimited 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.