CX Business Analytics Manager

Headway; United States; Remote; USD 116,000 - 172,000; Full time

Job summary

An innovative company is seeking a Customer Experience Business Analytics Manager to lead data-driven strategies that enhance operational performance. This role offers a unique opportunity to work with a diverse team dedicated to transforming mental healthcare. You will analyze key performance metrics, collaborate with cross-functional teams, and develop scalable models that influence project prioritization. Join a mission-driven organization that values your insights and contributions, and help shape the future of mental health services across the nation.

Benefits

Equity Compensation

Medical, Dental, and Vision coverage

HSA / FSA

401K

Work-from-Home Stipend

Therapy Reimbursement

16-week parental leave

Flexible PTO

Employee Assistance Program (EAP)

Training and professional development

Qualifications

• 6+ years of experience in analytics or consulting roles.
• Strong operational mindset with data-driven decision-making.

Responsibilities

• Own the relationship with data partners for performance needs.
• Run analyses to understand performance drivers and gaps.

Skills

Analytical Skills

Customer Experience

Strategic Management Consulting

Performance Metrics Analysis

Data Visualization

Education

Bachelor's Degree

Master's Degree

Tools

SQL

Excel

Looker

Tableau

Mode

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.

At Headway, our Customer Experience team aims to deliver exceptional support to both providers and patients. As we scale our operations and also expand into new areas like Community, we’re looking to deepen our understanding of performance drivers and unlock continuous improvements across our operating model.

We’re hiring a Customer Experience Business Analytics Manager to be the dedicated analytics partner to our Customer Care and Community teams. This is a unique opportunity to join a high-impact, fast-moving team at a pivotal time — and help shape how data informs our decisions, priorities, and strategy.

In this role, you will:

• Own the relationship with our Data partner to ensure operational performance needs are scoped, prioritized, and delivered on time.
• Run deep-dive, ad hoc analyses to help us better understand performance drivers (e.g., SPH, CSAT, resolution time), uncover gaps, and recommend areas of focus.
• Support monthly business reviews and performance tracking with timely, actionable insights.
• Support the scoping of new performance metrics in partnership with stakeholders, scoping business needs and analytical approaches.
• Build scalable models for performance analysis that influence how we prioritize projects and continuous improvement initiatives.
• Serve as a strategic thought partner to Customer experience leadership team, helping sharpen our understanding of the customer experience and optimize how we support providers and patients.

You’d be a great fit if you:

• Have 6+ years of experience, including 1-2 in strategic management consulting & operations/business analytics roles, with exposure to customer service or customer experience a strong plus.
• Are passionate about digging into the numbers to uncover what’s really driving performance — not just looking at surface-level metrics.
• Bring a strong operational and analytical mindset, with an ability to connect data to business outcomes.
• Thrive in cross-functional settings and love collaborating to drive meaningful impact with business partners.
• Are energized by understanding performance levers and using data to influence operational improvements.
• Have working proficiency in technical tools such as SQL, Excel/Sheets, and business intelligence tools (e.g., Looker, Tableau, Mode) to analyze and visualize data.
• Are a first principles thinker who knows how to break down a problem, identify what matters, and focus efforts on impact.
• Are motivated by the opportunity to support real people (our providers and patients) and to improve how we deliver care at scale.

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:
• 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, clickhere.

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone

Resume/CV

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

Are you authorized to work in the United States for any employer? * Select...

Will you now or in the future require visa sponsorship? * Select...

Please select your working location. * Select...

In 1-3 sentences, please tell us what brought you here and why you're interested in a role at Headway.

I understand and agree that Headway may contact additional references beyond the references you provide to validate your previous employment. * Select...

What is your Legal First Name? *

What is your Legal Last Name? *

What is your Preferred First Name? *

What is your Preferred Last Name? *

Headway Custom Demographic Questions

We believe that to build the best startup team, we must build a diverse, equitable and inclusive team. We encourage people from all backgrounds to apply to all roles, and we proactively work to design hiring processes that mitigates bias. To help us track the parity in our candidate pipelines and efficacy of our recruiting efforts, please consider answering the following demographic questions.

While completion of this survey is required, you will have the option to select “I don't wish to answer” for all questions. Your responses will be used (in aggregate only) to help us identify areas of improvement in our process.

Your responses will not be linked to your specific application and will not in any way be used in the hiring decision.