Operations Associate, Workforce Scheduling & Systems Admin at Grow Therapy

, , United States -

Full Time

Start Date

Immediate

Expiry Date

13 Feb, 26

Salary

111000.0

Posted On

15 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Scheduling, Systems Administration, Project Management, Customer Support Metrics, Scheduling Templates, Data Analytics, SQL, Assembled WFM Software, Intraday Reporting, Agent Scorecard Development, Risk Identification, Cross-Functional Collaboration, Queue Configuration, Performance Objectives, Remote Work Adaptability, Communication Frameworks

Industry

Mental Health Care

Description

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. The Opportunity: We’re looking for an experienced Workforce Scheduling and Systems Admin to manage our Assembled WFM tool. You will be responsible for the entire tool from set up to maintenance in an ever evolving environment. This role ensures our tool is set up and running accurately to optimize cost and enhance customer satisfaction. The admin will be responsible for scheduling, intraday monitoring, and implementing new policies for enhanced visibility into day-to-day activities. By ensuring our schedules are built and improved upon, this role will be instrumental in optimizing the efficiency and effectiveness of our support operations, thereby facilitating both individual and team success in achieving daily performance objectives. The admin will be a close partner to the operations teams to ensure all levels of the organization have proper visibility to the tools they need to do their jobs most effectively. You should have a strong understanding of project management principles (gantt charts, RAPID/RACI frameworks, communication frameworks, etc.) What You'll Be Doing: Create and manage schedules for internal FTEs and provide scheduling guidance to Business Process Outsourcing (BPO) resources Develop intraday reporting scorecards to enable same-day adjustments and intraweek visibility for staffing adjustments Develop agent scorecard for shrinkage, schedule adherence, and occupancy Manage agent roster, queue groupings, and data mappings for all production team members Proactively identify gaps, risks, or inefficiencies in workforce plans—and drive solutions cross-functionally Partner with Agents, Leads, and Managers to develop and implement standard WFM processes to ensure our team is best positioned to meet our customers when they need us You'll Be a Good Fit if you are: 2-5 years of experience using the Assembled WFM software You have a strong understanding of customer support metrics and KPIs You understand how to develop schedule templates and automate scheduling procedures on a monthly basis You have owned or assisted with the launch of Assembled in a previous role; setup, agent configuration, queue configuration, reporting, etc. You are successful working independently and remotely, and adapt well to changing priorities and customer needs Bonus points if you have experience with SQL or other data analytics tools Employment Type: Full Time, Exempt Base Compensation: The base compensation range for this position is $90,844 - $111,000 annually. This is a remote role with the expectation to travel 2–3 times per year (e.g., company and department offsites). The base compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate’s working location. Full Time Employee Benefits: Comprehensive Health Coverage: Medical, dental, and vision insurance, plus life and disability coverage. Parental Leave & Family Support: Up to 18 weeks paid leave and a new child stipend. Financial Wellness: 401(k) program and equity opportunities. Meals & Home Office Support: Stipends for home office setup and ongoing funds for meals, with tailored perks for both remote and in-office employees. Time Off to Recharge: Flexible PTO, 12 paid holidays, and a full winter break week. Wellness & Development: Annual stipends to put towards therapy and personal & professional growth. Mental & Physical Health Support: Weekly flexible hours for self-care (“Mental Health Mornings/Afternoons”) and memberships to leading wellness apps (such as One Medical, Headspace, and Talkspace). Extra Perks: Pet insurance discounts, commuter benefits, and global travel assistance. Research shows that some groups hesitate to apply unless they meet every qualification. If you’re excited about this role but don’t check every box, we encourage you to apply. At Grow, we value diverse experiences, transferable skills, and the unique strengths each person brings. 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. Use of AI Tools: By submitting your application, you acknowledge and consent to the use of automated tools as part of our recruitment process. Specifically, we use a third-party AI tool, Gem, to assist in the initial screening of resumes. This tool analyzes resumes based on role-specific criteria provided by our recruiters to identify potentially strong matches for the role. Importantly, no hiring decisions are made by the AI tool. All decisions about which candidates move forward are made by our human recruiting team after independent review.More information about Gem’s approach to compliance with California FEHA regulations on automated decision systems and New York Local Law 144 can be found on the Gem compliance website.We are committed to transparency and fairness in our hiring practices. If you have questions about how our AI tools work, or would like more information about how your application will be processed, please contact us at talentops@growtherapy.com. If you require an accommodation due to a disability, or have concerns about the use of AI in the hiring process, please also contact us. We are happy to provide assistance or offer an alternative method of participating in the recruitment process.

Responsibilities

Manage the Assembled WFM tool from setup to maintenance, ensuring accurate scheduling and intraday monitoring. Collaborate with operations teams to enhance visibility and optimize support operations.