Manager of Customer Operations Automation, Grow Therapy

• 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
• 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

Desirable

• 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
• 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