Lead, Knowledge Management
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 Team & Role:
Our Customer Experience (CX) team depends on clear, accurate, and up-to-date knowledge to deliver excellent support. We’re looking for a senior-level Knowledge Manager to keep our CX knowledge base running smoothly day to day. This role is all about content operations: auditing, updating, and maintaining the resources our agents rely on. You’ll make sure knowledge is accurate, easy to use, and ready for both human agents and AI-powered tools.
This is a great fit for someone who thrives in ambiguity, enjoys problem-solving, and knows how to turn complex information into simple, actionable content.
You Will...
- Content Operations
- Execute updates to CX macros, SOPs, Confluence pages, and workflows
- Manage review and update cycles to ensure content stays fresh and reliable
- Quality & Governance
- Audit CX knowledge to identify outdated, conflicting, or missing content
- Apply and uphold standards for clarity, tone, and formatting
- Structure knowledge for both human readability and AI compatibility
- Knowledge Maintenance
- Partner with subject matter experts to validate and refine content
- Address urgent CX content fixes and ensure quick resolution
- Monitor knowledge health and proactively flag risks or gaps
- Communication & Tracking\
- Maintain change logs and version control for CX content
- Provide clear updates on progress and deliverables to team leads
- Ensure CX agents are informed when changes go live
- Continuous Improvement
- Identify recurring issues or requests that point to process improvements
- Suggest refinements to workflows that improve content accuracy and accessibility
- Support AI readiness by formatting and tagging knowledge for future tools
You’d be a great fit if…
- You have 5+ years in knowledge management, enablement, or content operations roles, ideally within fast-moving, tech-enabled organizations
- You’re skilled at writing and editing, with the ability to make complex topics simple and actionable
- You’ve worked with tools like Confluence, Jira, Zendesk, and AI-enabled knowledge platforms
- You’re detail-oriented and comfortable owning day-to-day operations in a fast-changing environment
- You can collaborate effectively across teams while working independently and asynchronously
- Bonus: You have experience in healthcare, mental health, BPO, or startup environments
Compensation and Benefits:
The expected base pay range for this position is $89,760-$132,000, based on a variety of factors including qualifications, experience, and geographic location.
We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.
Benefits offered include:
-
- 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
We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience.
Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please inform the recruiter when they contact you to schedule your interview.
Headway employees work remotely across the US, with the option to work from offices in New York City, San Francisco and Seattle. Headway participates in E-Verify. To learn more, click here.
Want more jobs like this?
Get jobs in Flexible / Remote delivered to your inbox every week.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion