Senior Data Science Manager, Customer Experience

Headway•Seattle, WA

2h•$212,000 - $265,000

About The Position

Headway’s mission is a big one – to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance. 1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice. Headway was founded in 2019. Since then, we’ve grown into a diverse, national network of over 60,000 mental healthcare providers across all 50 states who run their practice on our software and have served over 1 million patients. We’re a Series D company with over $325m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures and Health Care Service Corporation. We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better. As Senior Data Science Manager for Customer Experience, you will define and lead the insights strategy for Headway’s customer experience ecosystem. The team’s mission is to deliver timely, meaningful support when it matters most through best-in-class tooling, automation, and AI. You will report into Headway’s Platform Group, a mission-critical pillar that ensures the systems behind our insurance platform reliably power patient, provider, and payer experiences. World-class support is a core part of customer experience and essential to Headway’s growth. You will partner closely with Product, Engineering, and Customer Experience to deeply understand and improve the customer support experience. You will define the right questions, proactively uncover opportunities, and use data to guide decisions from early concept through launch and iteration. You will set the standards for how we define support quality and effectiveness, ensuring your team delivers work that leads to real, measurable improvements.

Requirements

You have 8+ years of experience in data science or analytics roles
You have 3+ years of experience managing and developing teams
You have proven success partnering cross-functionally with Product, Engineering, and Customer Experience
You have deep expertise in measurement science and causal inference, especially Bayesian A/B testing, with the ability to coach others through complex experimental design
You are proficient in forecasting and predictive modeling techniques
You have hands-on technical fluency in SQL and Python or R
You have experience adopting and championing AI-assisted tools to accelerate and automate data workflows
You have strong communication and stakeholder management skills

Nice To Haves

You have experience working on customer experience, support systems, or service operations (highly preferred)

Responsibilities

Lead and grow a high-performing team of Data Scientists, fostering a culture of technical excellence and strategic thinking.
Develop quarterly roadmaps with cross-functional partners, align Data Science resources, and oversee execution of timely and high-quality work.
Drive insights and decisions through strategic analysis, reporting, predictive modeling, and experimentation.
Architect a measurement framework that isolates how human agents, AI, and company policies contribute to customer sentiment to determine which levers we can pull to improve satisfaction.
Partner cross-functionally to design and build performance management systems to ensure world-class customer experience at scale.
Stay close to the data by tackling strategic projects yourself, surfacing gaps in our data and understanding of our customers.
Translate complex technical findings into clear, actionable recommendations for executive stakeholders.

Benefits

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