Overview
You're providing operational support to Headway's revenue teams. Headway connects mental health providers with insurance networks and patients, so the revenue operation involves managing therapist onboarding, insurance credentialing workflows, and patient matching. You'll handle day-to-day operational tasks: pulling reports, updating Salesforce records, troubleshooting process issues, and answering questions from account managers or partnerships teams.
Role Snapshot
| Aspect | Details |
|---|---|
| Role Type | Rev Ops Support (not strategic planning) |
| Sales Motion | N/A - Internal operations role |
| Deal Complexity | N/A |
| Sales Cycle | N/A |
| Deal Size | N/A |
| Quota (est.) | No quota - measured on ticket resolution, accuracy, response time |
Company Context
Stage: Late-stage (3,817 employees suggests Series D+ or preparing for IPO)
Size: 3,817 employees
Growth: Actively hiring across multiple functions, which means systems are scaling and breaking
Market Position: Operating in the mental health tech space, which exploded during COVID. They're managing a complex two-sided marketplace with therapists and insurance payers.
GTM Reality
Not applicable - This isn't a customer-facing revenue role. You're supporting the people who generate revenue.
Your Internal Customers:
- Account managers handling therapist relationships
- Partnership teams working with insurance networks
- Sales operations managers who need data
- Potentially finance teams reconciling revenue
Systems You'll Touch:
- Salesforce (poster is 6x certified Admin, so it's their primary CRM)
- Likely other tools: data warehouse, BI tools, ticketing system
- Insurance credentialing databases
- Internal workflow tools
What You'll Actually Do
Time Breakdown
Ticket Queue (50%) | Data/Reports (25%) | Admin Tasks (15%) | Meetings (10%)
Key Activities
- Responding to internal requests: Account managers or partnership teams submit tickets asking for data pulls, record updates, or help troubleshooting why a therapist's profile isn't showing up correctly. You triage, investigate, and resolve or escalate.
- Data entry and cleanup: Updating Salesforce records when information changes, fixing data quality issues, ensuring fields are populated correctly so reports don't break.
- Pulling reports: Someone needs a list of therapists credentialed in California in Q4, or a breakdown of patient volume by insurance network. You build or run these reports in Salesforce or BI tools.
- Process troubleshooting: When workflows break (therapist onboarding stalls, insurance verification fails), you figure out where the breakdown is and either fix it or document it for engineering/ops teams.
The Honest Reality
What's Hard
- High ticket volume: At a 3,800-person company, you'll get a lot of requests. The queue doesn't empty, and people expect fast responses.
- Repetitive work: Many tickets are similar - same questions, same data requests, same small fixes. It can feel like Groundhog Day.
- Limited context: You're often fixing problems without fully understanding the business context. Someone says a record is "broken" but you need to dig to figure out what they actually mean.
- Dependency on others: When issues require engineering or senior ops input, you're stuck waiting and managing expectations.
- Ambiguous problems: "This report looks wrong" or "the system isn't working" requires detective work to figure out what's actually broken.
What Success Looks Like
- Closing 20-30 tickets per week with accurate resolutions
- Internal stakeholders know they can rely on you for quick, correct answers
- Reduction in repeat tickets because you document solutions or suggest process improvements
- Clean data in Salesforce so reports and dashboards are trustworthy
Who You're Supporting
Primary Internal Customers:
- Account Managers managing relationships with therapists on the platform
- Partnership/Sales teams working with insurance companies and health systems
- Senior Rev Ops managers who need analytics and reporting
What They Care About:
- Fast response times when they're blocked
- Accurate data so they can trust the numbers they're presenting
- Clear communication about what's possible vs. what requires escalation
- Proactive heads-up when systems or processes change
Requirements
- Comfort with Salesforce or similar CRM tools (poster is Salesforce-focused, so SFDC experience is likely required)
- Strong attention to detail - data errors cascade fast at this scale
- Ability to work through ambiguous problems without complete information
- Communication skills to translate technical issues for non-technical stakeholders
- Patience for repetitive work and high-volume ticket queues
- Basic understanding of SQL or BI tools is helpful for reporting
- Previous experience in operations, customer support, or data-focused roles