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Manager, Customer Operations Automation

Grow TherapyNew York CityBusiness
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Salary
$117K - $163K USD
Job type
Full-time
Work mode
Remote
Posted
1 Oct 2026
Status
Open · checked 7d ago

About this role

The Manager, Customer Operations Automation at Grow Therapy is a full-time leadership position overseeing the health, performance, and maintenance of Sierra and the broader customer operations automation portfolio. This role is available as a hybrid position in New York City or fully remote, perfectly suited for an experienced operations professional with a strong background in AI-enabled workflows and team leadership.

Role Overview

In this capacity, the manager owns the post-launch automation lifecycle once solutions move from development into production. Responsibilities include ensuring that customer operations automations deliver accurate and reliable outcomes as products, policies, and customer needs evolve. The position collaborates closely with continuous improvement program managers and artificial intelligence centers of excellence to translate prioritized opportunities into complete requirements, manage backlogs, and maintain high standards of quality and reliability.

Key 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, featuring clear performance thresholds, escalation paths, and intervention standards.
Keep automations updated as products, policies, processes, content, and customer needs change while actively managing the backlog of issues and improvements.
Self-serve data to measure accuracy, confidence, adoption, reliability, customer impact, and operational value, identifying root causes when performance falls short.
Partner with the Continuous Improvement Program Manager and AI Operations Enablement COE to translate opportunities into complete requirements and support launch readiness.

Requirements

5 to 8+ years of experience in program management, operations, or a closely related role within 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 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 to create clarity in a new function and align operational and technical partners.

Nice to Have

Experience working with customer support platforms, such as Intercom.
Comfort working with SQL, business intelligence tools, structured data, or automation and performance dashboards.
Background in healthcare, financial services, insurance, or another highly regulated environment.

Skills and Tools

SQL
Customer Support Platforms (e.g., Intercom)
Business Intelligence Tools and Performance Dashboards
AI Evaluation and Quality Check Systems

Salary and Benefits

Hybrid Commitment Base Compensation: $140,000 to $163,000 USD annually.
Fully Remote Commitment Base Compensation: $117,000 to $136,000 USD annually.
Comprehensive medical, dental, vision, life, and disability coverage.
No-cost access to therapy through the Grow platform for US employees.
Retirement savings programs and equity opportunities.
Flexible time off, paid holidays, and a company-wide winter break.
Up to 18 weeks of paid parental leave with a new child stipend.
Weekly dedicated mental health mornings or afternoons for self-care.
Annual wellness and development stipend.
Pre-tax commuter benefits for hub locations, plus home workspace support and meal benefits.

About the Company

Grow Therapy is a three-sided marketplace launched in 2020 to make mental health care more effective and accessible by empowering providers, augmenting insurance payors, and serving patients. The company has facilitated 15 million sessions and is backed by over $328 million in funding, including a Series D at a $3 billion valuation from prominent investors.

How to Apply

To apply for this position, please visit the official Grow Therapy careers page and submit your application materials through their hiring portal.

Skills and tech stack

SQL

Questions candidates ask

What is the salary range for this role?

The base compensation range depends on the work arrangement. The hybrid commitment ranges from $140,000 to $163,000 USD annually, while the fully remote commitment ranges from $117,000 to $136,000 USD annually, varying based on experience, qualifications, and location.

Is this a remote position?

Yes, this role offers a fully remote option or a hybrid arrangement where employees work onsite from the New York City, San Francisco, or Seattle hub location three days per week on Tuesday, Wednesday, and Thursday. Both arrangements require travel 2 to 3 times per year.

What experience level is required?

Candidates should have 5 to 8+ years of experience in program management, operations, or a closely related role within a high-growth or technology-forward environment, along with team leadership experience.

What technical skills are helpful for this role?

Experience with SQL, business intelligence tools, customer support platforms like Intercom, and structured data or performance dashboards are listed as nice-to-have qualifications.

What benefits does Grow Therapy offer?

Grow Therapy offers comprehensive health coverage, free therapy access via their platform, retirement savings, equity opportunities, flexible time off, paid parental leave, wellness stipends, mental health time, and home office support.

Ready to apply?

The application is on the official Grow Therapy careers page.

Apply on company site