CX Business Analytics Manager

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

Job summary

An established industry player is seeking a Customer Experience Business Analytics Manager to join their dynamic team. This pivotal role involves deep analysis of performance metrics to drive improvements in customer service and operational efficiency. The ideal candidate will leverage their extensive experience in analytics and strategic management consulting to influence decisions and enhance the customer experience. With a focus on collaboration and data-driven insights, you will play a key role in shaping the future of customer care at scale, ensuring that both providers and patients receive exceptional support. This is a unique opportunity to make a meaningful impact in a fast-paced environment.

Benefits

Equity Compensation

Medical, Dental, and Vision coverage

HSA / FSA

401K

Work-from-Home Stipend

Therapy Reimbursement

16-week parental leave

Carrot Fertility reimbursement

13 paid holidays

Flexible PTO

Qualifications

• 6+ years in analytics with experience in customer service or experience roles.
• Proficient in SQL and business intelligence tools for data analysis.

Responsibilities

• Own relationship with data partner for operational performance.
• Run analyses to uncover performance drivers and recommend improvements.

Skills

Analytical mindset

Customer service experience

Strategic management consulting

Cross-functional collaboration

Performance metrics analysis

Tools

SQL

Excel/Sheets

Looker

Tableau

Mode

Job description

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