Onboarding Program Manager

Headway - New York, NY

Full-time - Mid Level

Remote - New York, NY

11-50 employees

Insurance Carriers and Related Activities

About the position

The Onboarding Program Manager at Headway will play a crucial role in scaling the customer onboarding process for the company's mental health care technology platform. Reporting to the Head of Provider Revenue & Retention, this position involves collaborating with various departments to enhance the onboarding experience for providers, ensuring they can effectively utilize Headway's services. The role requires strategic thinking, data-driven decision-making, and strong leadership skills to manage a team and optimize onboarding infrastructure.

Responsibilities

• Own 15% of the provider network who have activated and are in their first 90 days.
• Audit, propose, and oversee implementation of optimal onboarding infrastructure with existing tech stack (ChurnZero, Salesforce, lifecycle marketing - Marketo).
• Employ a test-and-learn approach to quickly validate hypotheses to optimize customer revenue during the onboarding period.
• Translate new business objectives into actionable plans for PRR onboarding in collaboration with enablement teams.
• Develop and maintain the Onboarding playbook.
• Manage a team of 2-4 people and assess team needs for growth.
• Set up engagement structures with cross-functional teams (Rev Ops, Rev Strat, Enablement, Marketing, Sales) to help the team achieve goals.

Requirements

• Strategic thinker with a data-driven approach to decision-making and problem-solving.
• Experience developing and implementing customer success strategies and initiatives with measurable results.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Proven experience in a customer-facing role, preferably within a high-volume marketplace.
• Strong leadership skills with demonstrated experience in people management.
• Excellent communication, interpersonal, and problem-solving skills.

Nice-to-haves

• Experience working directly with product teams to drive customer solutions forward.
• Ability to dig into customer insights to inform product development.

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 plus a Holiday Break
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development