Teams at Headway

Own the strategy and roadmap for patient-provider search, retrieval, ranking, and marketplace matching. Lead experimentation, objective functions, evaluation, and ML platform foundations while partnering with ML engineers, data scientists, design, clinical teams, and executives. Improve successful, lasting care matches rather than optimizing only clicks or bookings. Balance patient access, provider growth, clinical quality, and payer priorities, while setting the standard for technically grounded product management.

Provide empathetic customer support to healthcare providers and patients through email, live chat, and phone. Resolve approximately 40 daily operational and technical inquiries, explain Headway’s products and insurance practices, de-escalate challenging situations, and identify customer experience improvements. The role requires weekend availability, remote work from a quiet private workspace, and strong communication, judgment, problem-solving, and goal-oriented performance.

Lead Headway’s customer experience operation across Agent Success, Customer Care, Programs, and Systems, managing over 100 employees and 800 partner agents. Own end-to-end support quality, performance, staffing, forecasting, costs, training, QA, procedures, systems, and AI-enabled automation. Partner with Product and R&D to improve customer experience and reduce support demand while developing a high-performing leadership team.