Head of Customer Operations

Title: Head of Customer Operations

Location: Remote

About us:

We’re on a mission to fundamentally transform mental healthcare accessibility. Grow Therapy empowers therapists to launch and grow thriving insurance-accepting private practices. We’re creating game-changing technology to build America’s biggest behavioral healthcare group and ensure that anyone can afford quality mental healthcare. Following the mass increase in depression and anxiety, the need for accessibility is more important than ever.

To make our vision for mental healthcare a reality, we’re building a team of entrepreneurs and mission-driven go-getters. Our founders come from Harvard Medical School, Stripe, and Blackstone, and are champions of balancing bold ambitions with a culture that promotes holistic well-being. Since launching in 2020, Grow has raised over $90M from top VCs and angel investors, including TCV, Transformation Capital, SignalFire, Village Global, CoFound, and leaders of Oscar, Nurx, Quartet, Airbnb, and Blackstone.

What You’ll Be Doing:

We are looking for a Head of Customer Operations to lead Grow Therapy’s customer experience team in providing high velocity, real-time assistance to thousands of providers and tens of thousands of patients each month. You will be joining as an executive leader overseeing one of the largest divisions within Grow (80 teammates today, 100+ by EOY), reporting directly to our COO.

Your responsibilities will include:

• Setting and achieving performance goals (SLAs, OKR) for the department and its three sub-departments: Customer Support, New Patient Bookings, and Provider Success
• Designing our organization structure and leading hiring initiatives across the department
• Raising our performance bar through rigorous, thoughtful management
• Generating key business insights that inform our product development and strategy
• Partner cross-functionally to drive operational scale and efficiency in a way that promotes company culture and vision
• Manage department P&L, priorities, and health

Salary range: $240K – $300K

You’ll Be a Good Fit If You Have:

• 8+ years of experience in startup operations, including overseeing a customer support function
• Deep experience hiring (>100 hires in your career) and managing large scale departments (100-250+ teammates)
• Demonstrated experience working in a fast-paced, dynamic startup environment
• Exceptional leadership and communication skills with a collaborative mindset
• Deeply analytical and eager to effectuate high level strategy and insights by getting your hands dirty into problem spaces

If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume.

Note: Please upload your resume in PDF format

Benefits

• The chance to drive impact within the mental healthcare landscape from day one
• Comprehensive health insurance plans, including dental and vision
• Our dedication to mental health guides our culture. Wellness benefits include (but are not limited to):
  • Flexible working hours and location (remote OR in-office, your choice!)
  • Generous PTO
  • Company-wide winter break
  • Mental health mornings (2 hours each week)
  • Team meditation
  • Wellness Stipend
  • In-office lunch and biweekly remote lunch on us!
• Continuous learning opportunities
• Competitive salary
• The opportunity to help build a rapidly scaling start-up organization by taking strong ownership of your work, mentorship, and our unbounded leadership opportunities

#LI-REMOTE