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About the Role

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.

Responsibilities

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

Skills

SQL
Business intelligence tools
Structured data
Automation and performance dashboards

Location

NYC
San Francisco
Seattle
Remote

Work Type

Full Time
Exempt
Hybrid
Fully Remote

Experience Level

5-8+ years

Salary/Compensations

$140,000–$163,000 USD Annually (Hybrid)
$117,000–$136,000 USD Annually (Fully Remote)

Benefits

Comprehensive medical, dental, vision, life, and disability coverage.
No cost access to therapy through the Grow platform (available to US employees)
Retirement savings programs and equity opportunities
Flexible time off, paid holidays, and Winter Break
Up to 18 weeks of paid parental leave and a new child stipend.
Dedicated weekly flexible time for self care.
Annual stipend to support personal wellbeing and professional growth.
Pre tax commuter benefits
Support for home workspace
Meal benefits
Wellness memberships
Virtual care
Pet insurance discounts (where available)
Global travel assistance.

About the Company

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.
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.

Equal Opportunity

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.