Senior Manager, EAP Strategy & Operations

Headspace

2h•$118,800 - $189,750•Hybrid

About The Position

The Senior Manager, EAP Strategy & Operations will lead the scoping, project management, and execution of our FY26 Employee Assistance Program (EAP) Optimization roadmap. This role will assume day-to-day operational ownership and will be accountable for translating strategy into execution across our core EAP partners. This role is highly cross-functional and execution-oriented, sitting at the intersection of partner management, operations, data, product, and go-to-market. The latter requires exceptionally strong skillsets across process optimization, account management, cross-functional collaboration, and strategic planning. The ideal candidate can flex up and down, driving strategy through execution of key projects while also setting KPIs, identifying and driving process improvements.

Requirements

7+ years of experience, ideally with domain expertise within Employee Assistance Programs (EAP) in innovation and/or strategic operations roles
Demonstrated track record with experience across 1 or more: partner operations, strategic operations, account management, innovation
Deep operational expertise with ability to set and achieve targets and develop cross-functional roadmaps; brings industry benchmarks and best practices to role
Ability to influence and effectively communicate with both internal and external senior leadership
People management experience and ability to motivate and drive operational teams
Analytical skill set, with ability to break down a problem into component parts, build a project plan against it, and manage end-to-end execution
Strong judgment, accountability and decision-making skill set

Nice To Haves

experience with technical integrations
operating in high-growth start-ups

Responsibilities

Partner & Account Management: Serve as the primary point of contact for external EAP partners, owning the day-to-day operational relationship and business outcomes
Build strong, trust-based relationships with partner leadership and operational teams to enable effective collaboration
Partner closely with Headspace leadership to identify, escalate, and resolve risks, serving as the ultimate accountable partner for the relationship
Lead recurring operational cadences including QBRs, readiness reviews, and escalation forums
Roadmap Development & Tracking:
Own the end-to-end EAP Partner Optimization roadmap, including quarterly and annual planning – as well as outcomes
Inform and translate FY26 strategic objectives into clear scopes, timelines, milestones, and success metrics
Identify and prioritize portfolio of optimization opportunities across multiple partners aligned to shared goals, including operational efficiency, quality, scalability, and global expansion.
Maintain a clear, executive-ready view of progress, risks, and tradeoffs
Execution & Project Management
Drive scoping and execution of multiple complex, cross-functional initiatives that improve operational efficiency and partner integration; example of initiative portfolio includes: data sharing and reporting process optimization, reducing manual workflows, development of joint marketing and enablement materials with GTM and partner teams, member triage and escalation improvements across clinical and work-life services, global expansion evaluation
Operational Excellence & Scale
Establish and refine operational frameworks, documentation, and role & responsibility models with partners - ultimately defining and owning the operating model Improve shared workflows, SLAs, and performance measurement across EAP service delivery
Ensure operational readiness for key FY26 milestones, launches, and global expansions, achieving outcomes
Identify opportunities to standardize, automate, and scale partner operations as the EAP footprint grows
Internal Enablement & Employer Support
Serve as the operational owner for internal EAP enablement, ensuring Sales, Client Success, and Account Management teams are equipped to confidently position, support, and troubleshoot EAP offerings
Act as a primary escalation point for employer-facing EAP questions and issues, partnering with CS, Product, Clinical, and external partners to drive timely resolution
Own and maintain internal EAP documentation and sources of truth, including knowledge bases, FAQs, enablement materials, and tooling (e.g., EAP GPT)
Partner with GTM, Enablement, and CS Ops teams to deliver training, updates, and change communications related to EAP capabilities, partner changes, and process updates
Proactively identify gaps in internal understanding or tooling and drive improvements that reduce friction for employer-facing teams