Job description
Headway’s mission is a big one – 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.
1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice.
Headway was founded in 2019. Since then, we’ve grown into a diverse, national network of over 45,000 mental healthcare providers across all 50 states who run their practice on our software and have served over 1 million patients. We’re a Series D company with over $325m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures and Health Care Service Corporation.
We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.
About The Role
Headway is looking for a Senior Real-Time Analyst (Sr. RTA) to help scale our Workforce Management (WFM) operations and support the day-to-day execution of live support performance. This is a critical role as we expand customer support capabilities. Our CX team is the tip of the spear that will make affordable healthcare a reality for millions, and this role ensures that service is delivered effectively and efficiently—every hour of every day.
In this role, you will monitor live support queues, identify risks to service levels, and take real-time action to maintain stability. You’ll coordinate closely with BPO vendor RTAs, our internal WFM Manager, and our broader CX Operations team to ensure we’re staffed appropriately and performing at our best. You’ll also help analyze real-time trends and contribute to improvements in scheduling and planning processes.
This is an exciting opportunity for someone who thrives in high-growth environments, enjoys live operations, and is passionate about using data and systems to deliver great customer experiences.
You will:
- Monitor real-time performance across channels and queues to ensure service levels are met
- Track agent adherence, shrinkage, and occupancy, and take action on intraday risks
- Communicate with BPO vendor RTAs to adjust skilling, breaks, and other staffing levers
- Generate daily and weekly reports to share trends with CX leadership
- Support schedule optimization efforts by identifying patterns and inefficiencies
- Partner with the WFM Manager and Capacity Planning team to refine forecasts and staffing strategies
- Propose improvements to dashboards, alerts, or workflows that support real-time execution
You’d be a great fit if…
- You have 2–4+ years of experience in workforce management or real-time support operations
- You’re confident using WFM tools (e.g., Playvox, Assembled) and live performance dashboards
- You are data-driven and comfortable analyzing SLA, adherence, and shrinkage metrics
- You have strong communication skills and are comfortable working with BPO teams across time zones
- You enjoy solving problems under pressure and bring structure to high-speed environments
- You thrive in fast-moving, ambiguous situations and are proactive about continuous improvement
- You’re excited to contribute to a mission-driven team working to expand access to mental healthcare
Compensation and Benefits:
The expected base pay range for this position is $97,240 - $143,000, 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:
- 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 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 employees work remotely across the US, with the option to work from offices in New York City, San Francisco and Seattle. Headway participates in E-Verify. To learn more, click here.
