Business Operations Lead

About the role

You will own the design and execution of complex, cross-functional operational initiatives that directly advance pod-level strategic objectives at Headway. In this role, you will drive the identification of critical opportunities while proactively addressing dependencies to ensure seamless alignment across all key stakeholders. You will bring analytical rigor to root-cause investigations, transforming messy problems into structured analyses and clear, actionable recommendations. You will build and operate scalable workflows and processes (0→1) that improve efficiency, reliability, and throughput across your domain. You will leverage data tools to extract powerful insights, validate key assumptions, and inform decisions, synthesizing findings into recommendations that guide pod and organizational priorities. This position requires a builder's mindset toward operational design and the ability to coordinate effectively across teams to drive measurable outcomes. You will own initiatives end-to-end, from initial scoping through delivery, ensuring accountability across functions even without formal authority.

Key facts

What you'll do

• Drive complex, cross-functional initiatives that advance 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.
• Design and implement systems and tooling that enhance operational efficiency, reliability, and scalability within your domain.
• Partner closely with cross-functional stakeholders to understand evolving needs and translate them into structured operational solutions.
• Conduct deep data analysis to uncover root causes of operational bottlenecks and drive evidence-based decision-making.
• Establish clear documentation, playbooks, and standard operating procedures to codify learnings and ensure consistency.
• Proactively identify risks and dependencies, mitigating issues before they escalate and impacting key initiatives.
• Communicate progress, trade-offs, and results clearly to both technical and non-technical audiences, fostering alignment and transparency.
• Collaborate with product, engineering, and clinical partners to ensure operational strategies support overall product and business goals.
• Optimize resource allocation and prioritize initiatives to maximize impact on pod-level goals and company objectives.
• Monitor key performance indicators, interpreting trends and proposing iterative improvements to drive continuous enhancement.
• Act as a central point for operational excellence, promoting data-driven practices and a culture of accountability across the team.

Requirements

• You have 5+ 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 are 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 problems: affordable mental healthcare.
• You are able to thrive in a fast-paced, dynamic environment where priorities evolve frequently and adaptability is essential.

Practical notes

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