Director, Customer Operations Automation

Grow Therapy; United States; Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Learning stipend

Remote office stipend

Wellness stipend

Unlimited PTO

Job summary

Grow Therapy seeks a Manager, Customer Operations Automation to lead the team maintaining Sierra and the broader automation portfolio. You will own automations from production launch through retirement, ensuring accuracy, reliability, and measurable business outcomes while coordinating with the AI Center of Excellence and Continuous Improvement teams.

You will build and lead a high-performing team, establish quality thresholds, monitor performance, and drive improvements in a regulated

Qualifications

• Experience in program management, operations, or related role in high-growth tech environments.
• Strong data orientation with ability to analyze performance data and identify trends.
• Experience leading automation operations teams.
• Experience owning AI- or technology-enabled workflows after launch, including monitoring performance, coordinating updates, managing issues, and driving improvements.

Responsibilities

• Own the post-launch automation lifecycle, including operational readiness, testing, handoff, monitoring, maintenance, issue resolution, change management, and retirement.
• Lead, coach, and develop a team of specialists responsible for ongoing health and performance of Customer Operations automations.
• Serve as the Customer Operations owner of Sierra and the automation portfolio, accountable for automation performance, customer experience, and business outcomes.
• Establish quality systems combining AI evaluations and human review with clear thresholds and escalation paths.
• Ensure automations are updated as products, policies, processes, content, and customer needs change while managing the backlog.

Skills

SQL

BI tools

Data analysis

Automation workflows

Team leadership

Cross-functional communication

Performance monitoring

Regulatory awareness

Tools

Intercom

Job description

Grow Therapy seeks a Manager, Customer Operations Automation to lead the team maintaining Sierra and the broader automation portfolio. You will own automations from production launch through retirement, ensuring accuracy, reliability, and measurable business outcomes while coordinating with the AI Center of Excellence and Continuous Improvement teams.

You will build and lead a high-performing team, establish quality thresholds, monitor performance, and drive improvements in a regulated