Manager, Customer Operations Automation

Grow Therapy is a mental health care company focused on making care more effective and accessible. The Manager, Customer Operations Automation will lead the team responsible for the health, performance, and maintenance of Sierra and the broader Customer Operations automation portfolio, overseeing post-launch lifecycle management, quality systems, monitoring, issue resolution, and continuous improvement.

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, 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
• 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