Senior Manager, Training, Content, and Quality

Grow Therapy

27d•$130,000 - $190,000•Hybrid

About The Position

Grow is seeking a Senior Manager to lead the teams responsible for Learning, Content, and Quality within their Shared Services organization. This role will work closely with broader Ops teams to build the connective tissue between their roadmap and what these leaders hope to accomplish. This role will own the planning, implementation, and continuous improvement for all three functions, which are at various stages of maturity. The company emphasizes that the work done at Grow can significantly impact individuals' lives by improving mental health care accessibility and effectiveness. They are looking for individuals who thrive on tackling complex problems and working at a fast pace with kind and sharp colleagues.

Requirements

8+ years in support, operations, or a related function
At least 3 years managing multiple teams or functions.
Experience leading or being a team member of Training, Content, and Quality in the past.
Comfortable in a start-up / fast-paced environment that requires a 0 -> 1 mindset
A transformative leader with a clear point of view on where AI-native support is headed and the drive to get there — you don't wait for the roadmap, you help write it.
Proficiency in tools like LMS (Learning Management Systems), CMS (Content Management Systems), Quality software, and other relevant software.
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

Worked in healthcare, financial services, insurance, or another highly regulated environment.

Responsibilities

Directly manage, mentor, and develop teams in Training, Content, and Quality, creating clear career development paths and fostering a high-performing learning organization.
Develop and execute a multi-year strategic vision for support enablement that adapts to evolving business and scaling demands.
Assess the current maturity, operating model, team structure, and priorities across Learning, Content, and Quality Assurance, establishing a clear vision, roadmap, and the resources required to scale each function.
Overhaul and own the first-year onboarding journey, creating an engaging learning experience that minimizes frontline ramp time and reduces early-stage turnover.
Rebuild new-hire onboarding around a structured, measurable curriculum that enables trainers, not frontline Operations teams to own knowledge transfer, while using shadowing as reinforcement rather than the primary learning method.
Build the connective tissue with the Training, Content, and Quality Teams to build a closed-loop feedback system that identifies recurring frontline knowledge gaps and translates them into targeted content updates and learning solutions.
Design and implement a Train-the-Trainer framework to empower internal leaders and BPO vendor trainers to deliver high-quality instruction.
Own training performance metrics, including completion rates, assessment scores, 30/60/90-day performance, and the relationship between training outcomes and operational KPIs.
Create and enable the strategy for how AI can up-level each function, both at the individual function level and broadly across our Operations Department.
Own the strategy for assessing, building, and maintaining both internal and external knowledge bases.

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.