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.
We’re looking for an experienced Analyst, Workforce Management for our Shared Services team who is passionate about improving the landscape for mental healthcare. You will be 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 Analyst, Workforce Management will analyze historical data, predict future trends, and collaborate with cross-functional teams to develop and implement effective workforce strategies.
By implementing advanced staffing models and developing new reporting mechanisms, this team member 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. This specialist will pioneer analysis of workforce management metrics for the organization to identify inefficiencies and performance gaps, so we can execute targeted improvement strategies to maximize productivity per agent.
What You’ll Be Doing:
- 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
- Partner with Leads, Managers, Strategy Leads to develop and implement workflows, reports, and other related initiatives to ensure our staffing is successful.
You’ll Be a Good Fit If:
- 2-5 years of 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, & Looker)
- You are successful working independently and remotely, and adapt well to changing priorities and customer needs
- 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)
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 [email protected]. 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.
Top Skills
What the Team is Saying
What We Do
We see technology not as a layer on top of care, but as the connective tissue that helps it grow.
Grow Therapy is an online therapy platform that helps you find a therapist who gets you—and takes your insurance. Grow was founded to create end-to-end systems that make therapy easier on both sides: helping therapists launch and grow thriving private practices by removing the friction of credentialing, billing, and insurance, so they can focus on care, and helping clients actually find and afford it.
Our founders come from Harvard Medical School, Stripe, and Blackstone, and bring Grow’s mission to life from the inside out, pairing bold vision with a culture of balance, belonging, and whole-person wellness.
We believe change starts by empowering therapists. Grow’s smart platform helps independent providers build sustainable practices by handling credentialing, billing, and referrals, so they can focus on what matters. With business tools, a supportive clinical community, and opportunities like CE events and speaking engagements, Grow helps therapists practice with more autonomy and less administrative strain, reducing no-shows, increasing demand, and creating more space for care.
We then help people find those licensed therapists who reflect their lived experience, whether that means shared racial or cultural background, language, identity, or life stage. Our platform makes it easy to search by specialty, availability, and insurance so clients can book care that fits their life and budget.
Today, Grow supports thousands of therapists and prescribers across all 50 states and has delivered care to over 1 million clients. We’re in-network with 100+ major insurers, including Aetna, Cigna, Medicare, Medicaid, and UnitedHealthcare, and have raised more than $178M from leading investors like Sequoia Capital, Goldman Sachs Alternatives, TCV, Transformation Capital, SignalFire, and Plus Capital.
We believe in benefits that support the whole you. That means two hours each week to care for your mental health, a $600 annual therapy stipend, $500 learning and $300 wellness stipends, a $1,000 remote office setup, free in-office meals, and flexible PTO with a paid December recharge week.
We’re building the future of mental healthcare and that starts with how we care for our own team. If you’re excited by bold challenges and meaningful impact, Grow with us.
Why Work With Us
At Grow Therapy, we believe well-being isn’t just a perk—it’s part of how we work. From clinicians to engineers, designers and support, every voice helps shape the care we build. Our mission-driven team is rethinking mental health care, supported by flexible PTO, paid winter recharge, mental health breaks, therapy stipends, and wellness perks.
Gallery
Grow Therapy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We value hybrid and remote work with offices located in New York City, Seattle, and San Francisco.
