Manager of Customer Operations Automation

Join Grow as the Manager of Customer Operations Automation, where you will lead the team responsible for the health, performance, and maintenance of our primary AI automation tool, Sierra, and the broader Customer Operations automation portfolio. You will own automations post-launch, ensuring their successful launch and continued delivery of accurate, reliable outcomes. You will also establish quality systems, update automations as needed, and measure performance. This role offers a range of benefits, including a learning stipend, mental health breaks, unlimited PTO, and a remote office setup stipend.

• Lead and manage the team responsible for the health, performance, and maintenance of the primary AI automation tool and the broader Customer Operations automation portfolio.
• 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.

• Research shows that some groups hesitate to apply unless they meet every qualification. If you’re excited about this role but don’t check every box, we encourage you to apply. At Grow, we value diverse experiences, transferable skills, and the unique strengths each person brings
• You are comfortable with SQL, business intelligence tools, structured data, or automation and performance dashboards
• You have worked with customer support platforms, such as Intercom
• 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
• Understanding of the controls needed to operate AI-powered workflows responsibly, including testing, confidence thresholds, human oversight, change management, and incident response
• 5–8+ years of experience in program management, operations, or a closely related role, ideally in a high-growth or technology-forward environment
• Strong data orientation, with the ability to independently access, analyze, and interpret performance data to identify trends, diagnose issues, prioritize work, and measure impact
• Experience leading and developing a team within automation operations, systems, technical support, product operations, or a similar function
• 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
• You have worked in healthcare, financial services, insurance, or another highly regulated environment