Operations Lead

As Headway works to build a new mental healthcare system that everyone can access, we're facing unique operational challenges and opportunities that come with growing and scaling at an unparalleled rate. We're pushing the boundaries of the existing healthcare system so that we can fulfill our promise to providers, patients, and payers to create access to high quality providers across the nation. In order to do that, we're building a world class operations team that enables efficiency, growth, and quality, and as a member of this team, you will have the opportunity to have a material impact on the trajectory of Headway and help define a function core to the livelihood of our business and the impact we deliver for our partners and clients.

As an Operations Lead on our Patient Safety team, you'll own the systems that keep patients safe as Headway grows. You'll run the day-to-day operation of our patient safety triage function, serve as the operational owner for clinical product launches that carry patient safety implications, and build the data infrastructure that tells clinical leadership and our Board how we're performing. This is a role for someone who can hold a high-stakes daily operation steady while simultaneously building the workflows, escalation paths, and reporting that let it scale. It requires strong problem-solving skills, a builder's mindset toward operational design, sound judgment in ambiguous and sensitive situations, and the ability to coordinate across clinical, product, and engineering teams to drive measurable outcomes.

What you'll do at Headway

• Own and operate the Patient Safety Triage Team. Run daily operations, maintain and improve SOPs, own quality assurance, and scale triage workflows as new review surfaces come online.

• Serve as the operations DRI for Clinical Product launches with patient safety implications. Build operational readiness, define triage logic, and stand up escalation pathways ahead of each release — partnering closely with product, engineering, and clinical stakeholders.

• Build and maintain our patient safety data infrastructure. Own the weekly operating dashboard, monthly vendor reporting, and the quarterly Quality & Patient Safety Report delivered to clinical leadership and our Board.

• Own our crisis-support vendor relationship end to end. Manage billing reconciliation, match rate analysis, report preparation, and ongoing vendor coordination and performance management.

• Support quality improvement workstreams, clinical incident reporting, and live clinical escalation channels, bringing operational structure to processes that are still taking shape.

• Plan, execute, and deliver initiatives end-to-end by setting clear objectives, timelines, and success metrics — driving accountability across functions without formal authority.

You'll be great for this role if you:

• You have 5+ years of experience in operational roles at high-growth companies; experience in healthcare, clinical operations, trust & safety, or another high-stakes escalation environment is strongly preferred.

• You've run a live operational queue or team where response time and quality directly affect people's wellbeing, and you're comfortable being the person accountable when something goes wrong.

• You independently deconstruct complex problems into structured, testable components — and you're comfortable working through ambiguity without waiting for full clarity.

• You're proficient with AI & data tools (e.g., Looker, Excel, SQL, dashboards) and use them fluently to extract insights, validate assumptions, and build reporting that leadership can act on.

• You design systems with scale in mind — anticipating bottlenecks, iterating based on feedback, and codifying learnings into SOPs, playbooks, and standards.

• You've managed an external vendor or partner relationship, including performance, reporting, and billing.

• You coordinate resources and align priorities across teams, building trust through transparency, accountability, and clear communication.

• You exercise sound judgment under pressure and know when to escalate, especially in situations involving patient risk.

• You're motivated by the opportunity to make an impact on one of our generation's defining problems: affordable mental healthcare.