Director, CX Learning & Knowledge (Remote) at Rula

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

10+ years of learning and development experience
5+ years specifically in a customer experience/customer support environment
5+ years of experience leading managers of managers
Global teams across onshore, nearshore, and offshore agent environments
Proven track record of building agent teams with a reputation for quality
Strong understanding of leading-edge adult learning methodologies
Detailed expertise designing and driving measurable impact metrics
Proficiency with CX enablement tools and technologies
Strong data literacy
Experience with analytics and reporting tools
Exceptional program, change management, and stakeholder management skills
Experience building/running a Knowledge-Centered Service (KCS) agent environment
Expertise working in scaled and high-growth startup environments
Experience with omnichannel customer experience teams

Responsibilities

Own the end-to-end performance system: Customer experience agent new-hire onboarding, ongoing upskilling, and the knowledge engine across multiple audiences and 12+ lines of business
Develop agents from zero to highly professional expert problem-solvers within a few months
Analytically, braid together insights from data sources such as quality assurance, agent feedback, and training measurement to feed a continuous feedback loop to drive operational excellence
Design and drive measurable impact metrics (e.g. CSAT, NPS) for training, enablement, and content programs
Develop and implement CX enablement tools and technologies
Lead and manage global teams across onshore, nearshore, and offshore agent environments
Develop and maintain knowledge bases and content for the AI-powered knowledge engine
Collaborate with cross-functional teams to drive business outcomes and improve customer experience
Analyze data to identify opportunities for improvement and optimize the performance system
Develop and maintain reports and dashboards to track key performance indicators
Develop and implement training programs and enablement strategies to support agent growth and development
Collaborate with stakeholders to drive business outcomes and improve customer experience
Develop and maintain relationships with internal and external partners to drive business growth and improve customer experience
Participate in process improvements and optimization initiatives to drive business outcomes and improve customer experience

Skills

Rula

Telehealth platform for mental health services

About Rula

Rula operates in the telehealth market, focusing on mental health services. The platform helps individuals find suitable therapists by matching them based on their preferences, insurance information, and specific needs. Rula partners with major insurance carriers to offer affordable mental healthcare, making it accessible to a wider audience. The company has a network of over 8,000 licensed therapists, ensuring high-quality care through thorough background checks and clinical reviews. Clients can connect with therapists via live video sessions, providing convenience and flexibility. Rula's goal is to simplify the process of accessing mental health support and to make therapy more affordable for everyone.

Los Angeles, CaliforniaHeadquarters

2019Year Founded

$107.9MTotal Funding

SERIES_BCompany Stage

Enterprise Software, HealthcareIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Remote Work Options

401(k) Retirement Plan

Paid Vacation

Paid Sick Leave

Paid Parental Leave

Mental Health Support

Home Office Stipend

Phone/Internet Stipend

Wellness Program

Risks

Increased competition from telehealth startups may erode Rula's market share.

Rapid provider network expansion could challenge consistent quality of care.

Reliance on insurance partnerships risks changes in reimbursement policies.

Differentiation

Rula offers a network of over 10,000 diverse, licensed mental health providers.

Rula's partnerships with major insurers ensure affordable care for over 120 million people.

Rula provides next-day therapy availability and 24/7 crisis support across the U.S.

Upsides

Partnership with Amino Health expands Rula's reach and patient acquisition potential.

Collaboration with Amazon enhances visibility and accessibility for mental health services.

Doug Newton's appointment as CMO strengthens clinical strategies and patient care quality.

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