Lead, Business Operations - CQM

About The Role

As Headway works to build a new mental healthcare system that everyone can access, we’re facing unique operational challenges and opportunities that come with growing and scaling at an unparalleled rate. We’re pushing the boundaries of the existing healthcare system so that we can fulfill our promise to providers, patients, and payers to create access to high quality providers across the nation. In order to do that, we’re building a world class operations team that enables efficiency, growth, and quality, and as a member of this team, you will have the opportunity to have a material impact on the trajectory of Headway and help define a function core to the livelihood of our business and the impact we deliver for our partners and clients.

As a Business Operations Lead, you will drive complex, cross-functional initiatives that advance pod-level objectives. You'll work independently to identify opportunities, address dependencies, and ensure alignment across stakeholders - turning ambiguous problems into structured analyses, scalable processes, and clear recommendations. You'll bring analytical rigor to root-cause investigations, design workflows and tooling that improve efficiency and reliability, and own initiatives end-to-end from scoping through delivery. This role requires strong problem-solving skills, a builder's mindset toward operational design, and the ability to coordinate across teams to drive measurable outcomes.

What you’ll do at Headway

• Drive complex, cross-functional initiatives that dvance pod-level objectives - identifying opportunities, addressing dependencies, and ensuring alignment across stakeholders.
• Build and operate scalable workflows and processes (0→1) that improve efficiency, reliability, and throughput across your domain.
• Leverage data tools to extract insights, validate assumptions, and inform decisions, synthesizing findings into clear recommendations that guide pod and organizational priorities.
• Plan, execute, and deliver initiatives end-to-end by setting clear objectives, timelines, and success metrics – driving accountability across functions without formal authority.

You’ll be great for this role if you:

• You have 5-7 years of experience in operational roles at high-growth companies; background in consulting, finance, or business operations preferred but not required.
• You independently deconstruct complex problems into structured, testable components - and you're comfortable working through ambiguity without waiting for full clarity.
• You're proficient with AI & data tools (e.g., Looker, Excel, SQL, dashboards) and use them fluently to extract insights, validate assumptions, and streamline workflows.
• You design systems with scale in mind - anticipating bottlenecks, iterating based on feedback, and codifying learnings into playbooks and standards.
• You coordinate resources and align priorities across teams, building trust through transparency, accountability, and clear communication.
• You take calculated risks and make decisions that advance pod objectives, anticipating downstream impacts before taking action.
• You're motivated by the opportunity to make an impact on one of our generation's defining prob