Customer Experience Operations Project Manager

Summary

Join Headway's Customer Experience team as a Customer Experience Operations Project Manager and play a pivotal role in shaping the future of mental healthcare. You will oversee the operational rollout and continuous improvement of our operating model, ensuring a seamless experience for our customers. This high-impact role involves cross-functional collaboration with teams like Customer Care, Community, Product, and Systems to execute high-priority initiatives. You will connect the dots, ensure alignment, and optimize our operational engine as we scale. The ideal candidate thrives in fast-paced environments, excels at problem-solving, and is passionate about making a tangible impact on the lives of providers and patients. This position offers a competitive salary and a comprehensive benefits package.

Requirements

• Have 5+ years of experience in operations, business analytics, or strategic consulting roles, with exposure to customer service or customer experience environments a strong plus
• Are passionate about understanding operational processes, workflows, and how new initiatives fit into (or improve) them
• Are a strong operator with excellent project management skills and a knack for bringing structure to ambiguous environments
• Love collaborating cross-functionally and excel at managing multiple stakeholders to drive alignment and deliver results
• Have a strong sense of ownership and are energized by building processes from the ground up
• Are motivated by driving meaningful impact for providers and patients, and seeing your work translate into real-world improvements
• Possess foundational comfort with operational data and can interpret trends to inform decision-making

Responsibilities

• Serve as the operational project manager and coordinator for Customer Experience initiatives, with a primary focus on Customer Care and later expanding to Community
• Lead cross-functional coordination to ensure smooth execution of operational rollouts, from pilot to scale
• Partner closely with Product, Systems, WFM, Vendor Management, and frontline teams to remove blockers and drive results
• Understand operational processes and workflows in depth to ensure successful integration of new initiatives
• Develop structured processes to identify and prioritize continuous improvement opportunities
• Create and maintain playbooks and documentation to enable successful handoff to operational owners once initiatives stabilize
• Track progress, manage timelines, and ensure accountability across teams

Benefits

• Equity Compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development