Senior Manager, Learning, 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 suppor