Manager, Customer Operations Automation

Grow Therapy•New York, NY

6d•Hybrid

About The Position

Grow is 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.

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

Nice To Haves

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.

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.

Benefits

Comprehensive medical, dental, vision, life, and disability coverage.
No cost access to therapy through the Grow platform (available to US employees)
Retirement savings programs and equity opportunities to help you invest in your future.
Flexible time off, company paid holidays (which vary by country), and a full company wide Winter Break to rest and recharge
Up to 18 weeks of paid parental leave to support you and your growing family and a new child stipend.
Dedicated weekly flexible time for self care, whether that's therapy, exercise, journaling, time with family, or simply taking a break.
Annual stipend to support your personal wellbeing and professional growth, from fitness and education to books and learning resources.
Pre tax commuter benefits to support teammates working from one of our hub locations.
Support for your home workspace plus meal benefits, with offerings tailored to both remote and hub based employees.
A variety of wellbeing benefits, including wellness memberships, virtual care, pet insurance discounts (where available), and global travel assistance.