Operations Lead

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 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.

We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience. Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please inform the recruiter when they contact you to schedule your interview.

Headway participates in E-Verify. To learn more, click here.

A notice to Headway applicants: To protect yourself against phishing and recruitment fraud, please note that Headway only accepts applications through our official careers page at https://headway.co/careers . Headway will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from a @ findheadway.com email address. If you are contacted by someone claiming to be from Headway via an unofficial channel, please do not share any information and report it as spam.