Staff Product Manager, Payments

Headway’s mission•San Francisco, NY

22h

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. About the role: As a Product Manager on our Core Insurance Product team supporting Payments your scope will encompass accurately processing payments and identifying different payment constructs to create differentiated customer experiences and directly influencing company growth - along with the key business outcomes this drives. You'll be accountable for owning the end-to-end flow from claim submission through payment receipt and reconciliation — which directly translates to providers and patients having seamless experiences without surprise charges or delays. Partnering closely with Engineering, Data, Operations, and Finance, you'll tackle complex technical challenges in insurance platform, while building tools and user experiences that scale with our rapidly growing provider network and improve the experience for every provider and patient we serve.

Requirements

Platform and processing experience : You have 7+ years building high-volume transaction platforms or managing complex financial/billing systems, preferably in healthcare, fintech, or B2B marketplaces
Customer-focused approach : You understand how to translate complex backend systems into great user experiences and have built features for both external users (providers and patients) and internal teams (operations, support)
End-to-end funnel ownership: You have a track record of mapping and improving complete customer journeys — from the moment a patient books or a provider submits a claim, through to final resolution. You identify where patients and providers fall off, experience friction, or receive unexpected outcomes, and you build the systems and workflows to fix it at scale
Internal tooling expertise : You understand how to build tools for internal teams and have experience with workflow automation, exception handling, and operational scalability
Technical depth : You're comfortable diving deep with engineering teams on integration challenges, data pipelines, and can drive architectural decisions for platforms processing critical data.
Cross-functional leadership : You've led initiatives requiring coordination across multiple teams and can balance technical complexity with business requirements and operational needs
Analytical mindset : You can extract insights from complex data, identify patterns in business performance, and use metrics to drive product decisions and process improvements

Nice To Haves

Familiarity with AI/ML applications — such as predictive denial models, anomaly detection, or intelligent triage — is a strong plus

Responsibilities

Own the strategy and roadmap for our one of our core insurance platforms - spanning claims processing, benefits verification and/or payment disbursement - driving down loss and directly impacting company revenue and user satisfaction
Design workflows that balance automated processing with robust exception handling, ensuring high success rates while minimizing manual intervention
Drive technical decisions on platform architecture with Engineering teams to optimize success rates
Lead cross-team initiatives to reduce errors and improve accuracy to reduce financial leakage, partnering with Operations, Finance, and Data teams to identify trends, detect anomalies, and build predictive models for proactive issue prevention.
Identify and fix customer experience breakdowns for patients and providers — tracing pain points from their origin in backend systems through to the user-facing moment, and driving resolution across teams to deliver measurably better outcomes
Build internal tools that empower our Operations team to investigate complex issues, manage denials, and scale efficiently with business growth

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