Senior Manager, CX Workforce Management
Remote
Headwayâs mission is a big one - to build a new mental health care system everyone can access. Weâve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance.Â
1 in 4 people in the US have a treatable mental health condition, but the majority of providers donât 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 take insurance and scale their practice.Â
Headway was founded in 2019 â since then, weâve grown into a diverse, national network of over 30,000 mental healthcare providers across all 50 states who run their practice on our software. Weâre a Series C company with over $225m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, 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.
Headway is looking for an experienced Workforce Manager to oversee forecasting, planning, staffing optimization and reporting for our CX team. 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.Â
In this position, you will play a critical role in building the CX organizationâs workforce management function to support our internal and external (BPO) teams. Youâll create the infrastructure for our capacity planning, forecasting and scheduling to ensure we have the right agents, in the right place, at the right time. Youâll also lead real-time adherence (RTA) efforts to optimize staffing, create pivotal dashboards and reports, and identify opportunities to improve agent productivity. As an analyst, youâll evaluate âwhat ifâ scenarios and provide insights that empower and enable the CX team to run our operations more effectively and efficiently.
The person in this role is analytical, operationally excellent, and unflappable in a fast-moving environment. You will play a key role in improving the foundation that allows us to deliver on key metrics like response time, productivity, and forecast accuracy. As a workforce manager, you will build a long-term strategic vision for Headwayâs workforce operations and work with the CX team to âŚ
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RestrictionsRemote
Benefits/Perks13 paid holidays 16-week parental leave Carrot Fertility annual reimbursement and membership Employee Assistance Program Equity Compensation Flexible PTO Meaningful experience Parental leave Therapy Reimbursement Training and professional development
Tasks- Analyze results
- Collaborate with teams
- Manage reporting
Accounting Capacity planning Coaching Cross-functional Collaboration Data analysis Data-driven Forecasting Healthcare Management Operations Planning Process Improvement Productivity improvement Reporting Spark Workforce management
Experience5 years