Network Operations Senior Associate

About the Network Operations Senior Associate at Headspace:

Headspace’s mission is to create a world where mental health is never an obstacle. We provide on-demand access to behavioral health coaching, video therapy, video psychiatry and self-guided content that’s proven to improve symptoms of depression and anxiety. 

We are a fast-paced environment, learning and evolving quickly, so we can provide the best support possible to our members. This role requires you to be adaptable and flexible, with a growth mindset. Our culture is extremely supportive, passionate and committed. We’re willing to go above and beyond to reach our goals, to step in and help each other out across all teams, and to give and receive feedback graciously.
 
The Network Operations Senior Associate will be a core player supporting the scale, oversight, and operational excellence of Headspace’s clinical provider network. Blending strategic thinking with hands-on execution, this role is key to designing, optimizing, and implementing clinical operations workflows throughout the provider lifecycle. This individual should be a data-driven operator with a knack for identifying operational inefficiencies and developing scalable solutions for manual processes. This position will be highly cross-functional, collaborating with many different teams to identify and address operational improvement opportunities. The ideal candidate will have 3-4 years of relevant experience, exceptional attention to detail, strong organizational skills, and a proactive approach to driving impact in a high-growth startup environment. Effective communication, strong accountability, and a collaborative spirit are essential for success in this role. 

What you will do:

• Execute: drive optimization and implementation of clinical network operations workflows, such as provider offboarding procedures and pay dispute investigation and resolution
• Optimize: identify opportunities for operational efficiency and spearhead initiatives to revise, re-tool, and/or automate processes
• Support: assist in clinical network capacity monitoring and implementation of levers to adjust staffing resources and availability
• Manage: provide ongoing monitoring, validation, and QA of provider payments and reimbursement process, including provider incentive payouts
• Document: create and maintain internal operations playbooks and SOPs with aligned SLAs
• Measure: guide operational KPI development, conduct ongoing monitoring, and escalate performance issues to relevant stakeholders

What you will bring:

Required Skills:

• 3-4+ years experience with management consulting, strategy & operations, provider network management, or related experiences
• Strong data and analytic skills; proficient with Excel modeling and the ability to work with data to extract actionable insights
• Structured problem solver who can break projects down into smaller parts and manage competing priorities at the same time
• Highly organized with the ability to balance attention to detail with big picture strategic execution
• Excellent communication and cross-functional collaboration skills
• High level of accountability and ownership
• Effective and concise communication and documentation 
• Desire to drive impact and improve processes
• Beginner’s mind; leads with curiosity 

Preferred Skills:

• Digital health and/or start-up experience a plus

Pay & Benefits:

The base salary range for this role is determined by a number of factors, including but not limited to skills and scope required, relevant licensure and certifications, and unique relevant experience and job-related skills. The base salary range for this role is $79,200-$110,000.

At Headspace, cash salary is but one component of our Total Rewards package. We’re proud of our robust package inclusive of: base salary, stock awards, comprehensive healthcare coverage, monthly wellness stipend, retirement savings match, lifetime Headspace membership, generous parental leave, and much more. Paid performance incentives are also included for those in eligible roles. Additional details about our Total Rewards package will be provided during the recruitment process.

How we feel about Diversity, Equity, Inclusion and Belonging:

Headspace is committed to bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together. 

As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our workplace. 

*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Headspace. Please inform our Talent Acquisition team by filling out this form if you need any assistance completing any forms or to otherwise participate in the application or interview process.

Headspace participates in the E-Verify Program.

Privacy Statement

All member records are protected according to our Privacy Policy. Further, while employees of Headspace (formerly Ginger) cannot access Headspace products/services, they will be offered benefits according to the company's benefit plan. To ensure we are adhering to best practice and ethical guidelines in the field of mental health, we take care to avoid dual relationships. A dual relationship occurs when a mental health care provider has a second, significantly different relationship with their client in addition to the traditional client-therapist relationship—including, for example, a managerial relationship.  

As such, Headspace requests that individuals who have received coaching or clinical services at Headspace wait until their care with Headspace is complete before applying for a position. If someone with a Headspace account is hired for a position, please note their account will be deactivated and they will not be able to use Headspace services for the duration of their employment. 

Further, if Headspace cannot find a role that fails to resolve an ethical issue associated with a dual relationship, Headspace may need to take steps to ensure ethical obligations are being adhered to, including a delayed start date or a potential leave of absence. Such steps would be taken to protect both the former member, as well as any relevant individuals from their care team, from impairment, risk of exploitation, or harm.

For how how we will use the personal information you provide as part of the application process, please see: https://www.headspace.com/applicant-notice