About us:
Grow Therapy is on a mission to serve as the trusted partner for therapists growing their practice, and patients accessing high-quality care. Powered by technology, we are a three-sided marketplace that empowers providers, augments insurance payors, and serves patients. 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. Since launching in February 2021, we’ve empowered more than ten thousand therapists and hundreds of thousands of clients across the country and insurance landscape. We’ve raised more than $178mm of funding from Sequoia Capital, Transformation Capital, TCV, SignalFire, and others.
As the Senior Program Manager – Workforce Management, you will be the architect of our capacity planning, staffing optimization, and workforce strategy for Customer Operations. This role will be instrumental in ensuring we have the right resources, at the right time and cost, to deliver exceptional experiences to our clients and providers.
You'll lead the design and implementation of workforce forecasting models, capacity plans, and cross-functional planning processes across internal teams and BPO partners. This is a high-ownership, high-visibility IC role reporting directly to our VP of Customer Operations.
- Build and maintain capacity models that drive optimal staffing levels across all communication channels and support tiers.
- Develop short- and long-term headcount forecasts grounded in historical performance, growth projections, and strategic initiatives.
- Collaborate with Finance to develop and manage FTE headcount and BPO budgets, ensuring financial accuracy and accountability.
- Design and implement scalable infrastructure and governance frameworks to enable more robust, data-driven performance management across both internal and BPO support teams
- Act as the internal subject matter expert and administrator for our support scheduling tool (currently Assembled); proactively identify opportunities to experiment with AI-driven tools or methodologies to improve forecasting accuracy, scheduling precision, and operational excellence
- Partner with Support Leaders, Strategy, and Ops teams to translate staffing insights into workflows, reporting, and resourcing plans that scale with business demand.
- Proactively identify gaps, risks, or inefficiencies in workforce plans—and drive solutions cross-functionally.
- Transform complex analyses into clear, decision-ready insights
- You’re a natural cross-functional influencer, able to tell compelling stories through data
- You’re equally comfortable rolling up your sleeves to build models as you are stepping back to identify & communicate broader trends that influence strategic direction
- Proven experience in workforce management or capacity planning, ideally within customer support environments that leverage both FTE and BPO labor models.
- Strong command of support operations metrics (AHT, SLA, occupancy, shrinkage, etc.) and how to influence them through strategic planning.
- Advanced proficiency with data tools and modeling (Excel/Sheets, SQL, BI dashboards) and workforce management platforms.
- Strategic thinking combined with strong executional rigor—you’re energized by solving big problems with analytical structure and clear ownership.
- High comfort operating autonomously in a fast-moving, ambiguous startup environment.
- Excitement about scaling the WFM function as the business grows
The base compensation range for this position is:
Zone 1 (NYC, SF, Seattle Metro Area) : $119,646 - $181,000
Zone 2 (All other US locations): $107,681 - $168,000
The base compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate's working location.
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
We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 11, 2025.
Please see the independent bias audit report covering our use of Covey here.
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
- Flexible Time Off
- Company-wide winter break
- Mental health mornings (2 hours each week)
- Wellness Stipend
- In-office meals and snacks
- 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
Grow Therapy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
As part of our recruitment process, we use a third-party AI tool (Covey) to assist in the initial screening of resumes and applications. This tool analyzes candidates' qualifications based on the information provided in the application to identify potential matches. Certain features may qualify the tool as an AEDT (automated employment decision tool) under New York City Local Law, and may be considered an AI tool under other applicable state and city laws. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. Final hiring decisions are made by our human recruitment team, and no automated system makes the ultimate decision regarding hiring. We began using Covey Scout for Inbound on January 11, 2025. The independent bias audit report covering our use of Covey is here.
By submitting your application, you acknowledge and consent to the use of automated tools in our recruitment process. You also understand that your application may be processed by AI systems as part of the screening and selection process.
We are committed to ensuring transparency in our hiring practices. If you have any questions about how our AI tools work, or if you would like to request additional information, please contact [email protected] you require an accommodation due to a disability, or if you have concerns regarding the use of AI in our hiring process, please contact [email protected]. We will be happy to provide assistance or discuss alternative methods for participating in our recruitment process.
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