Staff Product Designer, Provider CRM & Prospect Management

Headway • New York, NY

5d • Remote

About The Position

Headway's mission is to fix the mental healthcare system by building a new system that everyone can access. They have automated the administrative work of credentialing, claims, and payment reconciliation for mental health providers. Over 75,000 providers across all 50 states use their software, serving over 1 million patients. Headway is building tools for therapists to run their entire practice, reimagining the experience of finding a therapist, and investing in platform foundations for scale. They are a Series D company with over $325M in funding. This role will lead the design of the provider CRM, transforming the client list into a prospect pipeline and building an AI layer to act as a front desk and scheduling assistant. Headway is building an AI-first design team, expecting designers to use AI tools for prototyping and to be involved through launch and iteration directly in code. They are looking for designers who integrate AI into their workflow.

Requirements

• 8+ years of product design experience, with significant time spent on CRM, pipeline, operational, or marketplace product work.
• Experience with real 0→1 work — defining a product surface rather than only improving an existing one, and comfort when requirements aren't written yet.
• Ability to think in funnels — diagnose drop-off, and excitement when a design change moves a metric.
• Systems thinker who can hold a stateful, multi-actor experience in your head — provider, prospect, patient, and the scheduling and eligibility machinery behind them — and design with awareness of the full pipeline.
• Experience designing agentic or AI-powered workflows — conversational flows, intelligent automation, or replacing manual processes with AI-driven experiences (not just chatbots).
• Strong visual and interaction design craft — care deeply about the details and can produce polished, high-quality work at speed.
• Comfortable with AI prototyping tools (Claude Code, Cursor, MagicPatterns) and see them as a core part of how you work.
• Desire for work to make a meaningful difference in people's lives — this role directly shapes how many people looking for a therapist actually make it into care.

Responsibilities

• Own the provider CRM experience from the moment a prospect reaches a provider through to an active patient in care.
• Be the design anchor for the Provider Sourced Patients pod, partnering with PM and Eng on one of the largest growth levers at the company.
• Design the client list as a prospect pipeline — stages, status, drop-off signals, and the actions a provider takes at each step.
• Design an AI front desk and scheduling assistant that handles inquiries, booking, and follow-up on a provider's behalf.
• Define new interaction patterns, trust signals, and automation boundaries — including how the system behaves when it's uncertain or wrong, with a real patient on the other end.
• Design for genuinely different providers — practice starters and veterans, therapists and prescribers, solo practitioners and group practices — each with different prospect behavior, without fragmenting the experience.
• Start in planning mode, using tools like Claude.ai to clarify the problem space, understand data, and test initial assumptions.
• Prototype with Claude Code/Cursor and MagicPatterns to build and iterate on flows and IAs.
• Let AI generate the pixels and code while you define the right patterns, behaviors, and quality.
• Partner with product & Eng to decide when to move into production.
• Conduct research and talk directly to providers to validate solutions, with the research team's support.
• Understand where prospects actually come from, why they don't convert, and where automation helps vs. hinders.
• Contribute to the design system and culture, share your AI practice, prompts, and patterns with the design team.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed