Senior Manager, Training, Content, and Quality

**About Us:** Grow was born to tackle a critical challenge: making mental health care more effective and accessible for everyone. Since launching in 2020, 15 million sessions have started on Grow, and we've barely scratched the surface. We do it through a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. Every solution we build reveals ten more waiting to be delivered, and that's just what gets us going. We've backed that ambition with more than $328M in funding, including our Series D at a $3B valuation from Sequoia Capital, Transformation Capital, TCV, SignalFire, Menlo Ventures, Goldman Sachs Alternatives, and others. At Grow, the work you do can literally change someone's life. Your work here doesn't stay on a screen; it impacts whether someone can find, afford, and access quality care. That ambition sets us apart, and offers you an endless runway to impact one of the world's most urgent issues. We don’t have passenger seats here. Everyone is driving something that matters. This work deserves real commitment. So if you thrive on meeting problems head on, untangling serious complexity, and working at pace with the sharpest yet kindest people around, you've come to the right place. We're seeking a Senior Manager to lead the teams responsible for Learning, Content, and Quality within our Shared Services organization. The 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. **What You’ll Do:** - 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. **You’ll Be a Good Fit If You Have:** - 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 **Nice to Have** - You have worked in healthcare, financial services, insurance, or another highly regulated environment. **Employment Type:** Full Time, Exempt **Base Compensation:** The base compensation range for this position is: **Fully Remote Commitment:** $130,000 - $159,000 USD Annually **Hybrid Commitment:** $155,000 - $190,000 USD Annually 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). *The base compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate’s working location.* **Full Time Employee Benefits:** - **Health Benefits**: Comprehensive medical, dental, vision, life, and disability coverage. - **Grow for Grow:** No cost access to therapy through the Grow platform (available to US employees) - **Financial Wellness**: Retirement savings programs and equity opportunities to help you invest in your future. - **Flexible Time Off, Paid Holidays & Winter Break**: Flexible time off, company paid holidays (which vary by country), and a full company wide Winter Break to rest and recharge - **Parental Leave**: Up to 18 weeks of paid parental leave to support you and your growing family and a new child stipend. - **Mental Health Mornings/Afternoons**: Dedicated weekly flexible time for self care, whether that's therapy, exercise, journaling, time with family, or simply taking a break. - **Wellness & Development Stipend**: Annual stipend to support your personal wellbeing and professional growth, from fitness and education to books and learning resources. - **Commuter Benefits:** Pre tax commuter benefits to support teammates working from one of our hub locations. - **Home Office & Meals**: Support for your home workspace plus meal benefits, with offerings tailored to both remote and hub based employees. - **Additional Perks:** A variety of wellbeing benefits, including wellness memberships, virtual care, pet insurance discounts (where available), and global travel assistance. *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.* *Grow Therapy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.* ***Use of AI Tools:** We use certain AI and automated tools to support recruitment. These tools help our team review applications, organize interviews, detect potential application integrity issues, and maintain interview records; **they do not make final hiring decisions.*** ***Application Review:** Ashby's AI-Assisted Application Review helps review application materials against role-specific criteria and may flag potential fraud or integrity issues for recruiter review. All advancement decisions are made by our human recruiting team after independent review. See Ashby's* [*AI Bias Audit Report*](https://trust.ashbyhq.com/item/ai-bias-audit-report)*.* ***Interview Recording:** We use BrightHire to record interviews, supporting note-taking and consistency across candidates.* [*Learn more*](https://help.brighthire.ai/en/articles/4484370-brighthire-for-candidates-faq)*. Interviews are confidential; you may ask your interviewer to stop recording anytime, or* [*opt out in advance*](https://app.brighthire.ai/candidate-opt-out/kcrUeiitS5Khw5AcWW_jLg)*. Choosing not to be recorded will not, by itself, affect your candidacy.* ***AI-Assisted Recruiter Screen:** For select roles, BrightHire's AI features may help structure initial recruiter screens and organize interview notes. All responses are reviewed by our recruiting team; no hiring decisions are made by AI alone.* ***State-specific notices:** Depending on your location, you may have additional rights. Illinois: If AI analyzes a video interview, we'll provide notice, explain how it works and what it evaluates, and obtain consent beforehand. New York City: Where required, we'll provide at least 10 business days’ notice before using an automated employment decision tool and explain how to request an alternative process. Maryland: We do not use facial recognition to create facial templates during interviews unless required notice and written consent are obtained.* *Questions, accommodation requests, requests for an alternative selection process, objections to recording, or concerns about AI use? Contact . We’re happy to help or offer an alternative way to participate.*