Senior Manager, Learning, Content, and Quality - Shared Services

About Grow:

Grow was founded to revolutionize mental health care by making it more effective and accessible. Since 2020, 15 million sessions have started on the platform, with over $328M in funding, including a $3B valuation from top-tier investors like Sequoia Capital and Goldman Sachs Alternatives. The company operates a three-sided marketplace connecting providers, payors, and patients, with endless opportunities for innovation.

This mission-driven work impacts real lives—your contributions directly influence whether individuals can access quality care. Grow fosters a culture where everyone drives meaningful change, tackling complex challenges head-on.

The role of Senior Manager, Learning, Content, and Quality requires leading teams responsible for training, content development, and quality assurance within Shared Services. This position bridges operational roadmaps and strategic goals, ensuring alignment across evolving business demands.

What You’ll Do:

• Directly manage, mentor, and develop teams in Training, Content, and Quality, creating clear career paths and fostering high performance.
• Develop and execute a multi-year strategic vision for support enablement, adapting to scaling demands.
• Assess maturity, operating models, and priorities across the three functions, establishing a clear roadmap and resource allocation.
• Overhaul the first-year onboarding journey, minimizing ramp time and reducing turnover through engaging learning experiences.
• Rebuild onboarding around a structured, measurable curriculum, shifting reliance from shadowing to trainers and reinforcing knowledge transfer.
• Build a closed-loop feedback system to identify knowledge gaps and translate them into targeted content updates.
• Design and implement a Train-the-Trainer framework to empower internal and vendor trainers.
• Own training performance metrics, including completion rates, assessment scores, and operational KPIs.
• Create a strategy for leveraging AI to enhance each function and the broader Operations Department.
• Candidates must have experience building structured onboarding and curriculum that reduces shadowing dependency.
• Lead the strategy for assessing, building, and maintaining internal and external knowledge bases.

Qualifications:

• 8+ years in support, operations, or related fields, with 3+ years managing multiple teams or functions.
• Experience leading or contributing to Training, Content, and Quality teams.
• Comfortable in a fast-paced, startup environment requiring a 0-to-1 mindset.
• Transformative leadership with a clear vision for AI-native support and the drive to shape its future.
• Proficiency in LMS, CMS, Quality software, and other relevant tools.
• Strong people leadership and cross-functional communication skills.

Nice to Have: Experience in healthcare, financial services, or highly regulated industries.