About The Role

Headway is scaling our customer onboarding approach and we’re hiring an onboarding program manager. Reporting to our Head of Provider Revenue & Retention, you’ll work across product, sales, marketing and operations to define time-to-value for our customers. As Headway scales to deliver high quality behavioral healthcare for millions of people across the country, the complexity of the operational landscape within which we operate has also increased exponentially. We’re seeking an operator to grow and shape the critical function responsible for the onboarding motion. This is a unique opportunity that will place you in the driver’s seat to impact the growth and retention of our customers.

You will:

• Own 15% of our provider network who have activated and are in their first 90 days
• Audit, propose and oversee implementation of optimal onboarding infrastructure with existing techstack (churnzero, salesforce, lifecycle marketing - marketo) to ensure completion of headway implementation
• Employ a test-and-learn approach to quickly validate hypothesis to optimize our customers revenue in their onboarding period
• Focused on translating any new business objective into what it means for PRR onboarding in tandem with enablement
• Development and upkeep of Onboarding playbook
• Manage 2-4 people and assess needs of team to grow further
• Set up engagement structure with xfn teams (rev ops, rev strat, enablement, marketing, sales) to help team hit goals

You’ll be great for this role if you:

• Are a strategic thinker with a data-driven approach to decision-making and problem-solving
• Have experience developing and implementing customer success strategies and initiatives, with a track record of driving measurable results
• Possess an ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Have proven experience in a customer facing role, preferably within a high-volume marketplace
• Have strong leadership skills with demonstrated experience in people management
• Have excellent communication, interpersonal, and problem-solving skills, with the ability to effectively interact with customers and cross-functional teams
• Love working directly with product teams to drive customer solutions forward and are energized by digging into customer insights to drive products forward

Compensation and Benefits:

• Salary information is based on a single salary target per role and is differentiated based on geographic location (Group A, B, or C)
• Group A: $190,000 OTE
• Group B: $175,000 OTE
• Group C: $160,000 OTE
• Examples of cities located in each Compensation Grouping:
• Group A = NYC, SF/Bay Area, LA Area, Seattle, Boston, Austin, and San Diego
• Group B = Chicago, Miami, Denver, Washington DC, Philadelphia, Atlanta, Minneapolis, Nashville, Sacramento, Phoenix, and Portland
• Group C = All remaining cities

• 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