Operations Associate, Workforce Scheduling & Systems Admin

Operations Associate, Workforce Scheduling & Systems Admin

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 plansand 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 :

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 23 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 :

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.