Senior Manager, Business Process Outsourcing (BPO)

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 over 10 thousand therapists and hundreds of thousands of clients across the country and insurance landscape. We’ve raised over $100mm of funding from Transformation Capital, TCV, and SignalFire. 

What You’ll Be Doing: 

We are looking for a manager of our Business Process Outsourcing (BPO) team to help us durably scale our customer experience at Grow Therapy. You will be responsible for overseeing the strategic planning, vendor management, and day-to-day operations of outsourcing processes, including cultivation and expansion of our BPO partnerships. You’ll be a part of our remote friendly team, reporting directly into the Head of Customer Operations.

Your responsibilities include: 

• Assess health of current BPO relationships and provide recommendations for next steps.

• Conduct an RFP for a new or additional BPO help develop and manage performance with each BPO we acquire, along with contract negotiation and management.

• Analyze current KPI’s and SLA’s for our BPO team across the entire customer operations department, and if needed, develop new metrics in collaboration with leaders.

• Create robust headcount modeling based upon business needs, along with actively managing scheduling and auditing timecards.  

• Act as day to day point of contact for our outsourced customer success partner(s).

Salary range: $121,125 - $177,375

You’ll Be a Good Fit If:

• Experience scoping, working with and managing multiple 3rd Party BPO companies (preferably 5 - 7 years) 

• Strong business acumen, with a penchant for data-driven leadership to enhance overall performance.

• Experience negotiating complex technology, business process or outsourcing contracts.

• Outstanding oral and written communication capabilities.

• Proficiency in various CRM systems (intercom, hubspot) and telephony systems 

• A commitment to inclusion and diversity, and openness to new ideas and perspectives

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 

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 and location (remote OR in-office, your choice!)

  • Generous PTO 

  • Company-wide winter break 

  • Mental health mornings (2 hours each week)

  • Team meditation

  • Wellness Stipend

  • In-office lunch and biweekly remote lunch on us! 

• 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 

#LI-REMOTE

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.