Senior Manager, Strategy and Operations (CX)

About the role

We’re looking for a Senior Strategy and Operations Manager to think big-picture about our customer journey and help us design a best-in-class retention strategy. You will be responsible for identifying areas within our customer experience where we can increase activation and maximize retention for our therapists on our platform. Your success will rely on your ability to use data to identify opportunities to create value within the CX and Ops org and translate them into cross-functional strategies.

This team has seen early success and we’re looking for a very strong Manager to:

• Use a provider-centric, data-driven approach approach to identify opportunities to influence the strategy for this critical arm of our business
• Lead and develop a small, high-performing team by defining OKRs and overall team strategy 
• Tackle problem-solving from a data-driven perspective
• Design customer programs that limit churn and encourage greater customer loyalty
• Find opportunities to scalably delight and enable all active providers
• Partner with Product and Growth to inform the product roadmap for critical provider facing features that might better enable a superior customer experience

You are a first-principles thinker who is both a strategist and a builder. You will have a direct impact on improving the customer journey for our therapists. You’ll help define the vision, own and scale a long-term value driver for our company, work with product, sales, operations, growth, and our executive team to make that vision a reality.

You’d be a great fit if...

• • You have 6+ years of experience in strategy and operations with a focus on customer experience.
  • You are a self-starter who is energized by difficult problems, especially ones that require data to make decisions and build strategic plans.
  • You are an effective verbal and written communicator, including the ability to synthesize data for an audience.
  • You can influence an organization with strategy and by building relationships, with 2+ years of experience managing a team.
  • You are excited to test and learn, be scrappy to hack solutions with limited resources, and have demonstrated success in the face of roadblocks
  • MBA, Consulting, Strategy & Operations backgrounds a plus
  • Strong data retrieval, analytics, and presentation skills required.

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.

Salary range: 140-175K