Senior Manager, Learning, Content, and Quality

The role

You will lead the Learning, Content, and Quality teams within the Shared Services organization. You will own the planning, implementation, and continuous improvement of these three functions to support operations.

What you will do

• Manage, mentor, and develop the Training, Content, and Quality teams.
• Develop and execute a multi-year strategic vision for support enablement.
• Assess maturity, operating model, team structure, and priorities for each function.
• Overhaul the first-year onboarding journey with a structured curriculum.
• Design a Train-the-Trainer framework for internal leaders and BPO vendor trainers.
• Build a closed-loop feedback system across Training, Content, and Quality.
• Own training performance metrics and relate outcomes to operational KPIs.
• Set the strategy for how AI can level up each function and the wider Operations Department.
• Assess, build, and maintain internal and external knowledge bases.

Required qualifications

• 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 functions.
• Experience building structured onboarding and curriculum.
• Comfortable in a start-up, fast-paced environment with a 0 to 1 mindset.
• Transformative leader with a point of view on AI-native support.
• Proficient with learning management systems (LMS), content management systems (CMS), and quality software.
• Strong people leader and cross-functional communicator.

Nice to 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 for US employees.
• Retirement savings programs and equity opportunities.
• Flexible time off, paid holidays, and a full company wide 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.