Customer Care Manager, Quality Assurance

About The Role

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

The person in this role will be responsible for developing a best in class quality program that objectively assesses quality across agent interactions and helps Headway Customer Care stand out as a differentiator. As a leader in this space, you will continuously adjust the QA program to meet the needs of a dynamic Customer Care team - including program design, audit cadence, reporting and technology. You’ll also review quantitative and qualitative QA data to identify areas of opportunity and drill down into ambiguous problems. The person in this role will work closely with the CC Leadership Team to develop and pursue Headway’s vision for the best-in-class customer care. As a QA expert, you will mastermind strategic initiatives to improve quality across the patient and provider experience. And you will be empowered to collaborate with internal and external stakeholders, representing the voice of our agents, patients, and providers.

You'd be a great fit if:

• You have 5+ years of experience in Customer Experience, with 3+ years in Quality Assurance leadership roles.
• You have experience building or scaling a QA program across both internal teams and outsourced/vendor environments.
• You possess deep knowledge of QA frameworks, methodologies, and tools.
• You have experience designing and managing quality scorecards, calibration, and feedback loops.
• You have strong analytical skills—you can translate quality data into business insights and strategic recommendations.
• You have excellent communication and facilitation skills; able to influence and build trust with cross-functional partners.
• You demonstrate high attention to detail, with a passion for elevating customer interactions and improving team performance.
• You have a bias toward action in driving and implementing processes to improve quality and increase efficiency.
• You're an analytical and creative problem solver: you dig into challenges, quantify them, and create "handmade" solutions.
• You're passionate about constant improvement and tackling operational challenges, proposing solutions, and measuring their impact.
• You are motivated by the opportunity to make an impact on one of our generation's defining problems, making mental healthcare affordable.

Compensation and Benefits:

The expected base pay range for this position is $116,960 - $172,000, based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for performance-based variable compensation and an equity grant, depending on the position and level.We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.

• Benefits offered include:
• 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