Operations Lead

Headway
United States
Workplace: RemoteFull timeUSD 95,200 - 140,000 annuallyFunction: Business OperationsExperience: 5+ yearsSkills: ["Problem-solving","Sound judgment","Cross-functional coordination","Accountability","Communication"]

Own day-to-day operations for patient safety triage while scaling SOPs, QA, and escalation workflows as new review surfaces launch. Serve as operational DRI for clinical product releases with patient-safety implications, building readiness and triage logic. Maintain patient safety data infrastructure and executive reporting, and manage crisis-support vendor relationships end-to-end, including billing reconciliation and performance tracking. Drive measurable outcomes through cross-functional coordination without formal authority.

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FursaFursa
Headway
Headway
5 days ago

Operations Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own day-to-day operations for patient safety triage while scaling SOPs, QA, and escalation workflows as new review surfaces launch. Serve as operational DRI for clinical product releases with patient-safety implications, building readiness and triage logic. Maintain patient safety data infrastructure and executive reporting, and manage crisis-support vendor relationships end-to-end, including billing reconciliation and performance tracking. Drive measurable outcomes through cross-functional coordination without formal authority.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations

Key Responsibilities

  • •Own and operate the Patient Safety Triage team, running daily operations, maintaining/improving SOPs, owning QA, and scaling triage workflows.
  • •Serve as operational DRI for clinical product launches with patient safety implications, building operational readiness, triage logic, and escalation pathways.
  • •Build and maintain patient safety data infrastructure, including weekly dashboards and monthly/quarterly reporting to clinical leadership and the Board.
  • •Own crisis-support vendor relationship end to end, managing billing reconciliation, match rate analysis, report preparation, and vendor performance.
  • •Support quality improvement and clinical incident reporting, and plan/execute initiatives end-to-end with clear objectives, timelines, and success metrics.

Pay and Benefits

Salary: USD 95,200 - 140,000 annually

Key Requirements

  • •5+ years in operational roles at high-growth companies, with experience preferred in healthcare, clinical operations, trust & safety, or other high-stakes escalation environments.
  • •Have run a live operational queue/team where response time and quality affect people’s wellbeing, and be comfortable being accountable when something goes wrong.
  • •Deconstruct complex problems into structured, testable components and work effectively through ambiguity.
  • •Proficiency with AI and data tools (e.g., Looker, Excel, SQL, dashboards) to extract insights, validate assumptions, and build leadership-ready reporting.
  • •Manage external vendor/partner relationships, including performance, reporting, and billing.
Experience:5+ yearsHealthcareClinical operationsTrust & safety
Skills:Problem-solvingSound judgmentCross-functional coordinationAccountabilityCommunication
Tech Stack:LookerExcelSQLDashboardsAI

Company Brief

Headway
Headway is a technology-driven mental health platform that connects patients with licensed therapists and streamlines insurance-based mental healthcare access for providers and practices across the United States.
Industry: Mental Health
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: New York, United States
Founded: 2017
Website