Note: The job is a remote job and is open to candidates in USA. Grow Therapy is a mental health care company focused on making care more effective and accessible through a three-sided marketplace. The Senior Manager will lead the Training, Content, and Quality teams, owning their strategic planning, onboarding, curriculum, knowledge management, performance metrics, and continuous improvement. The role will also develop AI-enabled support strategies and build feedback systems connecting frontline operations with learning and content solutions.
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
- Candidates need experience building structured onboarding and curriculum that reduces dependence on shadowing and Operations SMEs
- Own the strategy for assessing, building, and maintaining both internal and external knowledge bases
Skills
- 8+ years in support, operations, or a related function — with 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
- Candidates need experience building structured onboarding and curriculum that reduces dependence on shadowing and Operations SMEs
- This role can be hybrid (onsite from our NYC, San Francisco, or Seattle hub location three days per week: Tuesday, Wednesday, Thursday) or fully remote. Both arrangements include travel 2–3 times per year (e.g., company and department offsites)
- You have worked in healthcare, financial services, insurance, or another highly regulated environment
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.
Company Overview