[Hiring] Customer Care Manager, Quality Assurance @Headway
Mar 29, 2025 - Headway is hiring a remote Customer Care Manager, Quality Assurance. đź’¸ Salary: $116,960 - $172,000. đź“ŤLocation: USA.
Role Description
Headway is looking for an experienced QA Manager to lead its Quality program. Our Customer Care (CC) team is the tip of the spear that will make affordable healthcare a reality for millions, and you will be there to shape this experience. This is a unique opportunity in an industry that needs to be rebuilt, and this role will be pivotal in building a support infrastructure focused on continuous improvement.
- Develop a best-in-class quality program that objectively assesses quality across agent interactions.
- Continuously adjust the QA program to meet the needs of a dynamic Customer Care team.
- Review quantitative and qualitative QA data to identify areas of opportunity.
- Work closely with the CC Leadership Team to develop and pursue Headway’s vision for the best-in-class customer care.
- Mastermind strategic initiatives to improve quality across the patient and provider experience.
- Collaborate with internal and external stakeholders, representing the voice of our agents, patients, and providers.
Qualifications
- 5+ years of experience in Customer Experience, with 3+ years in Quality Assurance leadership roles.
- Experience building or scaling a QA program across both internal teams and outsourced/vendor environments.
- Deep knowledge of QA frameworks, methodologies, and tools.
- Experience designing and managing quality scorecards, calibration, and feedback loops.
- Strong analytical skills to translate quality data into business insights and strategic recommendations.
- Excellent communication and facilitation skills; able to influence and build trust with cross-functional partners.
- High attention to detail, with a passion for elevating customer interactions and improving team performance.
- Bias toward action in driving and implementing processes to improve quality and increase efficiency.
- Analytical and creative problem solver; able to dig into challenges, quantify them, and create "handmade" solutions.
- Passionate about constant improvement and tackling operational challenges, proposing solutions, and measuring their impact.
- Motivated by the opportunity to make an impact on one of our generation's defining problems, making mental healthcare affordable.
Benefits
- The salary range for this role is $116,960 - $172,000 based on candidate location and experience.
- Medical, Dental, and Vision coverage.
- HSA / FSA.
- 401K.
- Work-from-Home Stipend.
- Therapy Reimbursement.
- 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st.
- Unlimited PTO.
- Employee Assistance Program (EAP).
- Training and professional development.
Company Description
Headway’s mission is to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance.
- Founded in 2019.
- Diverse, national network of over 45,000 mental healthcare providers across all 50 states.
- Served over 1 million patients.
- Series D company with over $325m in funding from notable investors.
Similar Remote Jobs
More jobs at Headway
More QA jobs
-
QA unspecified USAApr 01, 2025
More jobs in USA
-
Software Development $117,120 - $201,300 per year USAApr 02, 2025
-
Software Development $89,300 to $120,000 USAApr 02, 2025
-
Data Analysis $180,370 — $212,200 usd USAApr 02, 2025
Kickstart Your Job Search
Unlock 54,447 additional remote jobs, advanced search & email notifications
Too many emails? Declutter your inbox with Meco
Your home for reading newsletters
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
đź’¸
$116,960 - $172,000
|
Remote
Location
USA
|
|
Job Type
unspecified
|
Posted
Mar 29, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
