Director, CX Learning & Knowledge

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About Rula

Rula is a forward-thinking company dedicated to improving mental healthcare. They emphasize that mental health is as vital as physical health. Rula aims to empower individuals to take charge of their own mental health and well-being, moving towards a world where mental health is embraced and supported rather than marginalized. They focus on evidence-based and compassionate care, striving to create a positive impact on the lives of those who struggle with mental health issues.

Job Title and Role Description

The position available is for the Director of CX Learning & Knowledge. This leadership role is crucial for ensuring that the company’s frontline employees and customers receive top-notch support and services. The Director will be accountable for the performance system related to customer experience, which includes overseeing onboarding for new customer experience agents and their ongoing skills development. Additionally, this role involves managing the knowledge engine that contains content fueling the company’s AI bots and other educational materials across various lines of business.

This job extends beyond merely constructing training programs; it involves designing, operating, and scaling training functionalities to enhance agent proficiency and increase service quality. The focus is on reducing the time agents take to become proficient in their roles while simultaneously enhancing self-service capabilities for customers.

Key Responsibilities

The director will own various responsibilities such as:

• Developing customer experience agents into highly skilled problem solvers, typically within a few months.
• Creating a continuous feedback loop utilizing data from quality assurance, agent feedback, and training measurements, to achieve operational excellence with minimal supervision.
• Having a proven track record in building high-quality agent teams, especially for complex products.

Required Qualifications

Candidates must meet several essential qualifications to be considered for the position:

• At least 10 years of learning and development experience, with 5 or more years specifically in a customer experience/support setting.
• Experience leading managers of managers and overseeing global teams spread across multiple locations, including onshore, nearshore, and offshore environments.
• A profound understanding of modern adult learning methodologies, including coaching and guided practice, alongside retrieval practices.
• Capability in crafting measurable impact metrics for training effectiveness, such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
• Proficiency with customer experience (CX) enablement tools and technologies, specifically Knowledge Management Systems (KMS) and Learning Management Systems (LMS).
• Strong analytical skills to interpret data and identify improvement opportunities, utilizing reporting tools like Excel, Google Sheets, or other Business Intelligence (BI) tools.
• Acknowledge the importance of program management, stakeholder management, and adept change management skills.

Preferred Qualifications

While not mandatory, having the following qualifications can enhance a candidate's appeal for this role:

• Experience in establishing and managing a Knowledge-Centered Service (KCS) environment.
• Familiarity with rapidly growing startup environments.
• Background in managing omnichannel customer experience platforms, including phone, email, and chat.

Employee Well-Being and Benefits

Rula takes employee well-being seriously and provides several benefits tailored to supporting mental and physical health. Full-time employees will enjoy:

• A 100% remote work environment, allowing flexibility that fosters a healthy work-life balance.
• Transparent salary ranges regardless of geographical location within the U.S.
• Comprehensive health benefits covering medical, dental, vision, life, and disability, along with FSAs and HSAs.
• Access to a 401(k) plan to help employees save for their futures.
• Generous time-off initiatives, which include two company-wide shutdown weeks annually for self-care.
• Paid parental leave, available to all types of parents, as well as assistance programs that support overall employee health.
• An office stipend for new hires to facilitate workspace setup and a quarterly stipend for team-building activities.
• Engagement opportunities through wellness events and lunch & learns, as well as community and employee resource groups that promote a sense of belonging.

Conclusion

The Director of CX Learning & Knowledge position at Rula is an exciting opportunity for an experienced leader with a passion for mental health and employee training. The right candidate will help elevate the standard of customer support and empowerment within the organization, contributing significantly to Rula's mission of enhancing access to compassionate mental healthcare.

This job offer was originally published on remotive.com