Manager, Customer Operations Automation

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 Mornin