• Lead, coach, and mentor a team of Customer Operations Specialists to meet and exceed performance expectations • Conduct regular 1:1s, provide ongoing feedback, and support individualized growth and development plans • Support onboarding and continuous training to ensure alignment with Grow’s processes, tools, and values • Foster a culture of accountability, collaboration, and empathy—especially when supporting sensitive provider or client needs • Assist with hiring and performance management activities, including participating in interviews, providing hiring recommendations, supporting performance improvement plans, and partnering with Manager leadership on corrective actions and development decisions • Monitor daily workflows and queues to ensure timely, accurate resolution of provider and client inquiries • Ensure adherence to SOPs, documentation standards, and department policies • Review and approve timecards and time-off requests in Rippling • Partner with cross-functional teams (Billing, Credentialing, Tech Support, Product) to resolve complex or escalated cases • Oversee schedules and real-time coverage, making adjustments as needed to maintain service levels • Track and analyze team performance against key metrics, including OKRs and productivity KPIs • Use data insights to coach individual contributors and improve overall team performance • Prepare regular performance updates and insights for Manager or Senior Manager leadership • Identify trends, friction points, and opportunities to improve workflows and operational efficiency • Advocate for provider and client needs in partnership with Product, Operations, and Support teams • Support rollout and communication of new tools, policies, and product updates to the Customer Ops team • Ensure every interaction reflects Grow Therapy’s mission and commitment to high-quality care • Proactively identify and escalate recurring customer pain points or systemic issues • Support empathetic, transparent communication and handle escalations when needed • Review and audit team work to ensure accuracy, professionalism, and empathy • Partner with QA and Enablement teams to maintain high documentation standards and reduce error rates