Grow Therapy
Workforce Capacity Planning Manager
Job Summary
The Workforce Capacity Planning Manager at Grow Therapy is responsible for developing and executing headcount forecasting and capacity management strategies for both FTE and BPO resources within the Customer Operations team. The role requires analyzing historical data and customer support metrics to optimize staffing levels, reduce costs, and improve customer satisfaction. Candidates should have experience in workforce planning, data analysis, and familiarity with scheduling software, with a strong focus on collaboration and strategic decision-making. The position offers opportunities for impact within the mental healthcare industry, along with comprehensive benefits and growth potential.
Required Skills
Benefits
Job 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.
What You’ll Be Doing:
The Workforce Capacity Planning Manager is responsible for the strategic planning and execution of headcount forecasting and capacity management for both Full-Time Employee (FTE) and Business Process Outsourcing (BPO) resources within the Customer Operations department. This role ensures optimal staffing levels to meet service level agreements (SLAs), optimize costs, and enhance customer satisfaction. The Lead will analyze historical data, predict future trends, and collaborate with cross-functional teams to develop and implement effective workforce strategies.
- Develop and maintain accurate short-term and long-term headcount forecasts based on historical data, seasonality, business trends, and anticipated growth.
- Analyze call volume, handle time, and other relevant metrics to determine optimal staffing levels across all support channels.
- Create and manage capacity models to project resource needs and identify potential gaps or surpluses.
- Forecast and manage the needs of both FTE and BPO resources, balancing cost and service level objectives.
- Collaborate with BPO partners to ensure alignment on capacity planning, forecasting, and performance management.
- Work with finance on the budget related to headcount and BPO expenses.
- Owning our Support Scheduling Software in order to optimize Customer Support across our channels of communication.
- Partner with Leads, Managers, Strategy Leads to develop and implement workflows, reports, and other related initiatives to ensure our staffing is successful.
The salary range for this position is $107,000 - $140,000 USD.
You’ll Be a Good Fit If:
- You have proved experience in workforce capacity planning, preferably in a customer support environment with headcount distributed across FTE and BPO populations
- You have a strong understanding of customer support metrics and KPIs
- You have strong proficiency in data analysis and reporting tools (e.g. Excel, SQL, and Workforce Management Software)
- You pride yourself on skills development and further learning
- You are successful working independently and remotely, and adapt well to changing priorities and customer needs
- You are enthusiastic about the opportunity to manage scheduling software that enables teams to maximize efficiency and optimize their working hours.
- You are skilled in analyzing data to inform strategic decision-making and possess a strong attention to detail, understanding how individual data points contribute to broader trends and insights.
- Bonus points if you have experience with Assembled (workforce management software)
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
We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 11, 2025.
Please see the independent bias audit report covering our use of Covey here.
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
- Flexible Time Off
- Company-wide winter break
- Mental health mornings (2 hours each week)
- Wellness Stipend
- In-office meals and snacks
- 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
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.
As part of our recruitment process, we use a third-party AI tool (Covey) to assist in the initial screening of resumes and applications. This tool analyzes candidates' qualifications based on the information provided in the application to identify potential matches. Certain features may qualify the tool as an AEDT (automated employment decision tool) under New York City Local Law, and may be considered an AI tool under other applicable state and city laws. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. Final hiring decisions are made by our human recruitment team, and no automated system makes the ultimate decision regarding hiring. We began using Covey Scout for Inbound on January 11, 2025. The independent bias audit report covering our use of Covey here.
By submitting your application, you acknowledge and consent to the use of automated tools in our recruitment process. You also understand that your application may be processed by AI systems as part of the screening and selection process.
We are committed to ensuring transparency in our hiring practices. If you have any questions about how our AI tools work, or if you would like to request additional information, please contact [email protected] you require an accommodation due to a disability, or if you have concerns regarding the use of AI in our hiring process, please contact [email protected]. We will be happy to provide assistance or discuss alternative methods for participating in our recruitment process.
Grow Therapy
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