Remote Manager, Provider Onboarding

Summary

Join us at Headway, a mission-driven company building a new mental health care system everyone can access. We're hiring a Manager of Provider Onboarding to scale our customer onboarding approach and define time-to-value for customers.

Requirements

• You have worked at a consulting firm or in customer onboarding at a high-growth start-up
• You have 2+ years of experience managing people
• You are a master at digging into data, defining and running towards clear goals & bringing your team along the way
• You naturally break down complex, unfamiliar problems into well-defined, digestible workstreams
• You thrive in a fast-paced, dynamic environment and manage multiple competing initiatives effectively
• You have proven experience working directly with product teams to build and implement new features

Responsibilities

• Define the ‘onboarding’ and time-to-value period through enabling customers to adopt Headway as early on as possible
• Oversee the handoff between the onboarding team and sales, lifecycle marketing and other customer success teams
• Employ a rapid experimentation approach to quickly validate hypotheses to inform the onboarding motion (self-service tools vs human intervention)
• Focus on translating any new business objectives into an onboarding motion through the most effective channels (e-learning, drip campaigns, webinars, in-app, 1:1 meetings)
• Development and upkeep of onboarding playbook
• Manage 2-4 people and assess needs of team to grow further
• Audit and implement the optimal onboarding infrastructure (churnzero, salesforce, iterable, intercom, gainsight/e-learning tool) to drive adoption of Headway’s platform
• Set up engagement structure with xfn teams (product, revenue strategy and operations, enablement, marketing, sales) to set and achieve onboarding goals

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