Senior Manager, Training, Content, and Quality
New
G
GrowMental Health
This role can be hybrid (onsite from our NYC, San Francisco, or Seattle hub location three days per week: Tuesday, Wednesday, Thursday) or fully remote.Full-TimeManager
Salary$130K - $190K; $130K – $190K • Multiple Ranges; Hub: $155K – $190K; Remote: $130K – $159K
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Job Details
- Experience
- 8+ years in support, operations, or a related function — with at least 3 years managing multiple teams or functions.
- Required Skills
- Operations ManagementQuality Assurance
Requirements
- 8+ years of experience in support, operations, or related functions.
- 3+ years of experience managing multiple teams or functions.
- Demonstrated leadership or team member experience in Training, Content, and Quality.
- Experience building structured onboarding and curriculum that minimizes reliance on shadowing.
- Ability to work in a fast-paced, startup environment with a 0 to 1 mindset.
- Proficiency in LMS (Learning Management Systems), CMS (Content Management Systems), and quality software.
- Strong people leadership and cross-functional communication skills.
- Ability to align operational and technical partners while balancing immediate needs with long-term strategy.
- Experience with AI-native support strategies is preferred.
- Experience in healthcare, financial services, insurance, or other regulated environments is a plus.
Responsibilities
- Manage, mentor, and develop teams in Training, Content, and Quality to foster a high-performing organization.
- Develop and execute a multi-year strategic vision for support enablement that adapts to business scaling.
- Assess maturity, operating models, and team structures to establish a vision and roadmap for each function.
- Overhaul the first-year onboarding journey to reduce frontline ramp time and turnover.
- Build a closed-loop feedback system between training, content, and quality teams to identify and address knowledge gaps.
- Design and implement a Train-the-Trainer framework for internal leaders and BPO vendor trainers.
- Define and manage training performance metrics and their correlation with operational KPIs.
- Lead strategy for AI integration across the Operations Department functions.
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