Customer Care Manager, Quality Assurance

Summary

Join Headway, a company revolutionizing mental healthcare access, as an experienced QA Manager. Lead the development and implementation of a best-in-class quality program for our Customer Care team, ensuring exceptional support for millions. This pivotal role involves designing, managing, and continuously improving the QA program, analyzing data to identify opportunities, and collaborating with cross-functional partners. You will be instrumental in shaping the customer experience and driving continuous improvement within a dynamic and rapidly growing organization. This is a unique opportunity to make a significant impact on an industry in need of transformation. Headway offers a competitive salary and a comprehensive benefits package.

Requirements

• 5+ years of experience in Customer Experience, with 3+ years in Quality Assurance leadership roles
• Experience building or scaling a QA program across both internal teams and outsourced/vendor environments
• Deep knowledge of QA frameworks, methodologies, and tools
• Experience designing and managing quality scorecards, calibration, and feedback loops
• Strong analytical skills—able to translate quality data into business insights and strategic recommendations
• Excellent communication and facilitation skills; able to influence and build trust with cross-functional partners
• High attention to detail, with a passion for elevating customer interactions and improving team performance
• Bias toward action in driving and implementing processes to improve quality and increase efficiency
• Analytical and creative problem solver: able to dig into challenges, quantify them, and create "handmade" solutions
• Passionate about constant improvement and tackling operational challenges, proposing solutions, and measuring their impact
• Motivated by the opportunity to make an impact on one of our generation's defining problems, making mental healthcare affordable

Responsibilities

• Develop a best-in-class quality program that objectively assesses quality across agent interactions
• Continuously adjust the QA program to meet the needs of a dynamic Customer Care team - including program design, audit cadence, reporting and technology
• Review quantitative and qualitative QA data to identify areas of opportunity and drill down into ambiguous problems
• Work closely with the CC Leadership Team to develop and pursue Headway’s vision for the best-in-class customer care
• Mastermind strategic initiatives to improve quality across the patient and provider experience
• Collaborate with internal and external stakeholders, representing the voice of our agents, patients, and providers

Benefits

• 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