[Hiring] Operations Lead @Headway

Role Description

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.

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.

Qualifications

• 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.
• Experience running a live operational queue or team where response time and quality directly affect people's wellbeing.
• Ability to independently deconstruct complex problems into structured, testable components.
• Proficiency with AI & data tools (e.g., Looker, Excel, SQL, dashboards) to extract insights, validate assumptions, and build reporting.
• Experience designing systems with scale in mind — anticipating bottlenecks, iterating based on feedback, and codifying learnings into SOPs, playbooks, and standards.
• Experience managing an external vendor or partner relationship, including performance, reporting, and billing.
• Ability to coordinate resources and align priorities across teams, building trust through transparency, accountability, and clear communication.
• Sound judgment under pressure and knowledge of when to escalate, especially in situations involving patient risk.
• Motivation to make an impact on affordable mental healthcare.

Requirements

• Strong problem-solving skills.
• Builder's mindset toward operational design.
• Ability to coordinate across clinical, product, and engineering teams to drive measurable outcomes.

Benefits

• Opportunity to have a material impact on the trajectory of Headway.
• Work in a team that reflects the diversity of the problem.
• Commitment to full inclusion of all qualified individuals.