Scheduling Lead, Workforce Management

Headway

7d•$99,280 - $146,000

About The Position

Headway's mission is to fix the mental healthcare system by building a new system everyone can access, starting with solving the insurance barrier. We have automated the administrative work of credentialing, claims, and payment reconciliation. Over 75,000 providers across all 50 states use our software, serving over 1 million patients. We are building the best tools for therapists to run their entire practice, reimagining the experience of finding a therapist, and investing in the platform foundations to enable this at scale. We are a Series D company with over $325M in funding from investors like a16z, Accel, and Spark Capital, seeking exceptional individuals to help us achieve our mission and make this the most meaningful experience of your career. The Workforce Management team ensures every patient and provider who contacts Headway is answered on time, at a cost that falls as we scale. We forecast demand, schedule the people to meet it, and manage the day in real time across Headway's internal team and our BPO partners. We operate as a lean, senior, AI-empowered team where routine tasks are automated, and human judgment is applied to exceptions and relationships.

Requirements

3+ years in contact-center workforce management with direct ownership of scheduling.
Hands-on experience in an enterprise WFM platform (Verint strongly preferred; NICE IEX / Aspect / Playvox welcome).
Fluency in staffing math (occupancy, shrinkage, coverage) and comfort defending numbers with data.
Experience building complex, multi-shift rosters that met SLA, ideally in a multi-vendor or BPO environment.
Ability to act as a translator between WFM and Operations, communicating the 'why' behind scheduling math and trade-offs to agents and senior leaders.
Willingness to operate independently and set policy.
Excitement to build a function from scratch and work alongside AI tooling.

Responsibilities

Build and publish agent schedules against demand in Verint on an 8-week horizon, absorbing training classes, PTO, and overtime.
Balance rigorous SLA targets with agent well-being by designing sustainable shift templates that reduce burnout and aid talent retention.
Own network-wide roster and headcount data across Headway's internal (Core) and CX teams, including complex, high-variability shift patterns.
Reconcile scheduled hours against invoiced/productive BPO hours to ensure staffing spend accountability.
Handle exceptions such as time-off requests, swaps, and coverage gaps, and partner with Real-Time on intraday adjustments and adherence.
Drive scheduling-optimization strategy through quarterly project cycles, setting policy and standardizing templates to enable the function to scale with new sites and lines of business.
Adopt, test, and help shape AI-assisted scheduling by acting as the human-in-the-loop to govern automated drafts, allowing focus on higher-level optimization strategy.