Strategy and Operations Lead, Support Analytics

What You’ll Be Doing: 

We are looking for an organized, strategic thinker excited to strengthen and improve our Support org’s operation. You’ll focus on understanding the drivers for incoming Support requests and work closely with Support leadership to help us optimize our operation by owning several key pieces of our team’s operating engine, including advising around workforce management, reporting weekly metrics, and running dynamic experiments to improve SLAs. This role will work cross functionally with other Support Ops team members and lean into data driven insights to help ensure that the Grow Therapy Support team is providing the best Support experience possible. 

Some of the first projects you’ll tackle:

• Owning our Support Solution software in order to optimize customer communications across multiple channels
• Assisting us in leveraging a structured case taxonomy to ensure that we are getting the most of our data, and sharing high quality reports to our stakeholders
• Work closely with our Senior Manager to monitor, update and iterate on our staffing model 
• Reporting and reviewing metrics for our Support channels weekly with our Leadership team for areas of improvement
• Working cross-functionally with our Enablement team to drive efficiency between our Support solution and deflection tools

Salary range: 79K - $124K 

You’ll Be a Good Fit If:

• You have at least 2-4 years of experience in an operational setting (preferably in a Support org), and have thoughts / opinions on what makes for a great Support experience
• You are comfortable analyzing data to make strategic decisions, and have a keen eye for detail (you understand how minute data points aggregate into trends)
• You are a great communicator and are comfortable presenting complex information in effective ways to varying levels of leadership
• You have a good eye for high-level strategy, and enjoy solving puzzles
• You have strong skills in Excel, and bonus points if you have any past experience utilizing tools like Looker or Retool (any SQL knowledge a definite plus!)

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.