Manager of Customer Operations Automation

Grow Therapy; United States; Híbrido; USD 120.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Learning stipend

Remote office stipend

Wellness stipend

Unlimited PTO

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

SQL

BI tools

Data analysis

Automation workflows

Team leadership

Cross-functional communication

Performance monitoring

Regulatory awareness

Herramientas

Intercom

Descripción del empleo

• 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

Benefits

• Learning stipend: $500 to spend on things that helps you grow in your career
• Mental health breaks: Two hours every week to journal, exercise, or sleep in.
• Work-life balance: Unlimited PTO and a week off in December to recharge.
• Remote office setup: $1,000 stipend for remote employees to equip your home office.
• Wellness stipend: $300 to spend on things that helpyou take care of yourself.
• Meals on us: Lunch and dinner in office to fuel your body and your mind.

Research shows that some groups hesitate to apply unless they meet every qualification.

At Grow, we value diverse experiences, transferable skills, and the unique strengths each person brings.

• You are comfortable with SQL, business intelligence tools, structured data, or automation and performance dashboards
• You have worked with customer support platforms, such as Intercom
• 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
• Understanding of the controls needed to operate AI-powered workflows responsibly, including testing, confidence thresholds, human oversight, change management, and incident response
• 5–8+ years of experience in program management, operations, or a closely related role, ideally in a high-growth or technology-forward environment
• Strong data orientation, with the ability to independently access, analyze, and interpret performance data to identify trends, diagnose issues, prioritize work, and measure impact
• Experience leading and developing a team within automation operations, systems, technical support, product operations, or a similar function
• 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
• You have worked in healthcare, financial services, insurance, or another highly regulated environment