Senior Manager, Data Science Customer Experience

1 in 4 people in the US have a treatable mental health condition but most providers dont accept insurance making therapy too expensive for most people. Headways mission is to fix this by building a new mental healthcare system everyone can access. We started by solving the biggest barrier to care: insurance. The admin work - credentialing claims payment reconciliation - is a nightmare. Weve automated that.

But were going further. Over 70000 providers across all 50 states run their practice on our software serving over 1 million patients. We are building the best tools for therapists to run their entire practice reimagining the experience of finding a therapist and investing in the platform foundations to enable this at scale. We arent just a billing layer; we are becoming the platform where care actually happens.

Were a Series D company with $325M in funding (a16z Accel GV etc.) looking for exceptional people to help us achieve this mission. We want your time here to be the most meaningful experience of your career. Join us and help change mental healthcare for the better.

As Senior Data Science Manager for Customer Experience you will define and lead the insights strategy for Headways customer experience ecosystem. The teams mission is to deliver timely meaningful support when it matters most through best-in-class tooling automation and AI.

You will report into Headways Platform Group a mission-critical pillar that ensures the systems behind our insurance platform reliably power patient provider and payer experiences. World-class support is a core part of customer experience and essential to Headways growth.

You will partner closely with Product Engineering and Customer Experience to deeply understand and improve the customer support experience. You will define the right questions proactively uncover opportunities and use data to guide decisions from early concept through launch and iteration. You will set the standards for how we define support quality and effectiveness ensuring your team delivers work that leads to real measurable improvements.

You will:

• Lead and grow a high-performing team of Data Scientists fostering a culture of technical excellence and strategic thinking.
• Develop quarterly roadmaps with cross-functional partners align Data Science resources and oversee execution of timely and high-quality work.
• Drive insights and decisions through strategic analysis reporting predictive modeling and experimentation.
• Architect a measurement framework that isolates how human agents AI and company policies contribute to customer sentiment to determine which levers we can pull to improve satisfaction.
• Partner cross-functionally to design and build performance management systems to ensure world-class customer experience at scale.
• Stay close to the data by tackling strategic projects yourself surfacing gaps in our data and understanding of our customers.
• Translate complex technical findings into clear actionable recommendations for executive stakeholders.

You will love this role if:

• You have 8 years of experience in data science or analytics roles
• You have 3 years of experience managing and developing teams
• You have experience working on customer experience support systems or service operations (highly preferred)
• You have proven success partnering cross-functionally with Product Engineering and Customer Experience
• You have deep expertise in measurement science and causal inference especially Bayesian A/B testing with the ability to coach others through complex experimental design
• You are proficient in forecasting and predictive modeling techniques
• You have hands-on technical fluency in SQL and Python or R
• You have experience adopting and championing AI-assisted tools to accelerate and automate data workflows
• You have strong communication and stakeholder management skills

Why This Role is Exciting

• Youll shape analytics for the Customer Experience at Headway informing the vision and roadmap for improving support operations and product at scale.
• Youll play a key role in how automation and AI reduce friction and improve support experiences
• Youll partner closely with senior leadership and directly influence company strategy and growth

Compensation and Benefits:

The expected base pay range for this position is $212000 - $265000 based on a variety of factors including qualifications experience and geographic addition to base salary this role may be eligible for 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:
• Equity compensation
• Medical Dental and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development

We believe a teams 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.

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