Patient Safety Operations Lead

Headway; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

Headway seeks an Operations Lead for the Patient Safety team to own daily triage operations, build scalable workflows, and partner with product, engineering, and clinical teams. You will shape the data infrastructure and reporting that informs leadership and the Board.

The role requires guiding cross-functional initiatives with strong problem-solving, sound judgment under pressure, and a track record of scaling high-stakes operations in healthcare or other safety-critical settings.

Qualifications

• 5+ years of experience in operational roles at high-growth companies, preferably in healthcare.
• You've run a live operational queue or team where response time affects wellbeing.
• You independently deconstruct complex problems into structured components.
• Proficiency with AI & data tools (Looker, Excel, SQL) and data-driven reporting.
• You design scalable systems and codify learnings into SOPs and playbooks.
• You've managed external vendor relationships including performance and billing.
• You coordinate resources across teams with transparency and accountability.
• You exercise sound judgment under pressure, especially around patient risk.
• You are motivated by improving access to affordable mental healthcare.

Responsibilities

• Own and operate the Patient Safety Triage Team; run daily ops, update SOPs, oversee QA, scale triage workflows.
• Serve as the operations DRI for Clinical Product launches with patient safety implications; build readiness and escalation paths.
• Build and maintain patient safety data infrastructure; dashboards and board reporting.
• Own crisis-support vendor relationships end-to-end; billing reconciliation and performance management.
• Support quality improvement workstreams and clinical incident reporting; establish structured escalation channels.
• Plan, execute, and deliver initiatives end-to-end with clear objectives and metrics.

Skills

Operational leadership

AI & data tools

Problem solving

Cross-functional collaboration

Tools

Looker

Excel

SQL

Dashboards

Job description

Headway seeks an Operations Lead for the Patient Safety team to own daily triage operations, build scalable workflows, and partner with product, engineering, and clinical teams. You will shape the data infrastructure and reporting that informs leadership and the Board.

The role requires guiding cross-functional initiatives with strong problem-solving, sound judgment under pressure, and a track record of scaling high-stakes operations in healthcare or other safety-critical settings.