Manager, Customer Operations Automation

The role

You will lead a team responsible for the health, performance, and maintenance of Customer Operations automations including the Sierra AI tool. You will own the post-launch automation lifecycle and establish quality systems combining AI evaluations and human review.

What you will do

• Lead, coach, and develop a team of specialists for Customer Operations automations
• Serve as the Customer Operations owner of Sierra and the broader automation portfolio
• Own the post-launch automation lifecycle including testing, monitoring, and maintenance
• Establish quality systems combining AI evaluations and human review
• Update automations as products, policies, and customer needs change
• Self-serve data to measure accuracy, reliability, and customer impact
• Partner with the Continuous Improvement Program Manager and AI Operations Enablement COE

Required qualifications

• 5–8+ years of experience in program management, operations, or a closely related role
• 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
• Experience building or operating quality-check systems that combine automated evaluations with human review
• Strong data orientation to independently access, analyze, and interpret performance data
• Understanding of the controls needed to operate AI-powered workflows responsibly
• Strong people leadership and cross-functional communication skills

Nice to have

• Worked with customer support platforms, such as Intercom
• Comfortable with SQL, business intelligence tools, structured data, or automation and performance dashboards
• 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
• Flexible time off, paid holidays, and Winter Break
• Up to 18 weeks of paid parental leave and a new child stipend
• Dedicated weekly flexible time for self care
• Annual wellness and development stipend
• Pre tax commuter benefits for hub locations
• Support for home workspace and meal benefits
• Wellness memberships, virtual care, pet insurance discounts, and global travel assistance

About the company

Grow is a three-sided marketplace that empowers providers, augments insurance payors, and serves patients to make mental health care more effective and accessible. The company has received more than $328M in funding.