Customer Operations Manager

About Us:

Grow was born to tackle a critical challenge: making mental health care more effective and accessible for everyone. Since launching in 2020, 15 million sessions have started on Grow, and we've barely scratched the surface. We do it through a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Every solution we build reveals ten more waiting to be delivered, and that's just what gets us going. We've backed that ambition with more than $328M in funding, including our Series D at a $3B valuation from Sequoia Capital, Transformation Capital, TCV, SignalFire, Menlo Ventures, Goldman Sachs Alternatives, and others.

At Grow, the work you do can literally change someone's life. Your work here doesn't stay on a screen; it impacts whether someone can find, afford, and access quality care. That ambition sets us apart, and offers you an endless runway to impact one of the world's most urgent issues. We don’t have passenger seats here. Everyone is driving something that matters.

This work deserves real commitment. So if you thrive on meeting problems head on, untangling serious complexity, and working at pace with the sharpest yet kindest people around, you've come to the right place.

We're seeking a Manager, Customer Operations Automation to lead the team responsible for the health, performance, and maintenance of Sierra, our primary AI automation tool, and the broader Customer Operations automation portfolio.

This role owns automations once they move from development into production. Our Continuous Improvement Program Manager uses contact volume and workflow insights to prioritize opportunities; our AI Center of Excellence builds the technical solutions. This manager ensures that those automations launch successfully and continue to deliver accurate, reliable outcomes as products, policies, and customer needs evolve.

What You’ll Do

• Lead, coach, and develop a team of specialists responsible for the ongoing health, maintenance, and performance of Customer Operations automations.

• Serve as the Customer Operations owner of Sierra and the broader automation portfolio, accountable for automation performance, customer experience, and intended business outcomes.

• Own the post-launch automation lifecycle, including operational readiness, testing, handoff, monitoring, maintenance, issue resolution, change management, and retirement.

• Establish quality systems that combine AI evaluations and human review, with clear performance thresholds, escalation paths, and intervention standards.

• Ensure automations are updated as products, policies, processes, content, and customer needs change, while managing the backlog of issues and improvements.

• Self-serve data to measure accuracy, confidence, adoption, reliability, customer impact, and operational value; identify root causes and prioritize action when performance falls short.

• Partner closely with the Continuous Improvement Program Manager and AI Operations Enablement COE to translate prioritized automation opportunities into complete requirements, support launch readiness, and coordinate technical enhancements when needed.

Requirements

• 5–8+ years of experience in program management, operations, or a closely related role, ideally in a high-growth or technology-forward environment

• Experience leading and developing a team within automation operations, systems, technical support, product operations, or a similar function

• Experience owning AI- or technology-enabled workflows after launch, including monitoring performance, coordinating updates, managing issues, and driving measurable improvements

• Experience building or operating quality-check systems that combine automated evaluations with human review and clear standards for accuracy and intervention

• Strong data orientation, with the ability to independently access, analyze, and interpret performance data to identify trends, diagnose issues, prioritize work, and measure impact

• Understanding of the controls needed to operate AI-powered workflows responsibly, including testing, confidence thresholds, human oversight, change management, and incident response

• Strong people leadership and cross-functional communication skills, with the ability to create clarity in a new function, align operational and technical partners, and balance immediate needs with long-term reliability

Nice to Have

• You have worked with customer support platforms, such as Intercom.

• You are comfortable with SQL, business intelligence tools, structured data, or automation and performance dashboards.

• You have worked in healthcare, financial services, insurance, or another highly regulated environment.

Employment Type: Full Time, Exempt
Base Compensation: The base compensation range for this position is:

Hybrid Commitment: $140,000–$163,000 USD Annually

Fully Remote Commitment: $117,000–$136,000 USD Annually

This role can be hybrid (onsite from our NYC, San Francisco, or Seattle hub location three days per week: Tuesday, Wednesday, Thursday) or fully remote. Both arrangements include travel 2–3 times per year (e.g., company and department offsites).

The base compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate’s working location.

Full Time Employee Benefits:

• Health Benefits: Comprehensive medical, dental, vision, life, and disability coverage.

• Grow for Grow: No cost access to therapy through the Grow platform (available to US employees)

• Financial Wellness: Retirement savings programs and equity opportunities to help you invest in your future.

• Flexible Time Off, Paid Holidays & Winter Break: Flexible time off, company paid holidays (which vary by country), and a full company wide Winter Break to rest and recharge

• Parental Leave: Up to 18 weeks of paid parental leave to support you and your growing family and a new child stipend.

• Mental Health Mornings/Afternoons: Dedicated weekly flexible time for self care, whether that's therapy, exercise, journaling, time with family, or simply taking a break.

• Wellness & Development Stipend: Annual stipend to support your personal wellbeing and professional growth, from fitness and education to books and learning resources.

• Commuter Benefits: Pre tax commuter benefits to support teammates working from one of our hub locations.

• Home Office & Meals: Support for your home workspace plus meal benefits, with offerings tailored to both remote and hub based employees.

• Additional Perks: A variety of wellbeing benefits, including wellness memberships, virtual care, pet insurance discounts (where available), and global travel assistance.

Research shows that some groups hesitate to apply unless they meet every qualification. If you’re excited about this role but don’t check every box, we encourage you to apply. At Grow, we value diverse experiences, transferable skills, and the unique strengths each person brings.

Grow Therapy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Use of AI Tools: We use certain AI and automated tools to support recruitment. These tools help our team review applications, organize interviews, detect potential application integrity issues, and maintain interview records; they do not make final hiring decisions.

Application Review: Ashby's AI-Assisted Application Review helps review application materials against role-specific criteria and may flag potential fraud or integrity issues for recruiter review. All advancement decisions are made by our human recruiting team after independent review. See Ashby's AI Bias Audit Report.

Interview Recording: We use BrightHire to record interviews, supporting note-taking and consistency across candidates. Learn more. Interviews are confidential; you may ask your interviewer to stop recording anytime, or opt out in advance. Choosing not to be recorded will not, by itself, affect your candidacy.

AI-Assisted Recruiter Screen: For select roles, BrightHire's AI features may help structure initial recruiter screens and organize interview notes. All responses are reviewed by our recruiting team; no hiring decisions are made by AI alone.

State-specific notices: Depending on your location, you may have additional rights. Illinois: If AI analyzes a video interview, we'll provide notice, explain how it works and what it evaluates, and obtain consent beforehand. New York City: Where required, we'll provide at least 10 business days’ notice before using an automated employment decision tool and explain how to request an alternative process. Maryland: We do not use facial recognition to create facial templates during interviews unless required notice and written consent are obtained.

Questions, accommodation requests, requests for an alternative selection process, objections to recording, or concerns about AI use? Contact talentops@growtherapy.com. We’re happy to help or offer an alternative way to participate.