CX Business Analytics Manager

Summary

Join Headway's Customer Experience team as a Business Analytics Manager and help shape the future of mental healthcare. Partner with Customer Care and Community teams to analyze performance, identify areas for improvement, and build scalable models. Leverage data to inform decisions, priorities, and strategy. This high-impact role requires strong analytical and operational skills, experience with business intelligence tools, and a passion for improving customer experience. You will work cross-functionally, collaborating with stakeholders to drive meaningful impact. Headway offers a competitive salary, comprehensive benefits, and the opportunity to make a real difference in people's lives.

Requirements

• Have 6+ years of experience, including 1-2 in strategic management consulting & operations/business analytics roles, with exposure to customer service or customer experience a strong plus
• Are passionate about digging into the numbers to uncover what’s really driving performance — not just looking at surface-level metrics
• Bring a strong operational and analytical mindset, with an ability to connect data to business outcomes
• Thrive in cross-functional settings and love collaborating to drive meaningful impact with business partners
• Are energized by understanding performance levers and using data to influence operational improvements
• Have working proficiency in technical tools such as SQL, Excel/Sheets, and business intelligence tools (e.g., Looker, Tableau, Mode) to analyze and visualize data
• Are a first principles thinker who knows how to break down a problem, identify what matters, and focus efforts on impact
• Are motivated by the opportunity to support real people (our providers and patients) and to improve how we deliver care at scale

Responsibilities

• Own the relationship with our Data partner to ensure operational performance needs are scoped, prioritized, and delivered on time
• Run deep-dive, ad hoc analyses to help us better understand performance drivers (e.g., SPH, CSAT, resolution time), uncover gaps, and recommend areas of focus
• Support monthly business reviews and performance tracking with timely, actionable insights
• Support the scoping of new performance metrics in partnership with stakeholders, scoping business needs and analytical approaches
• Build scalable models for performance analysis that influence how we prioritize projects and continuous improvement initiatives
• Serve as a strategic thought partner to Customer experience leadership team, helping sharpen our understanding of the customer experience and optimize how we support providers and patients

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