Director, CX Learning & Knowledge

We believe that mental health is just as important as physical health. We recognize that mental health issues can be complex and multifaceted, and we are dedicated to treating the whole person, not just the symptoms. We aim to create a world where mental health is no longer stigmatized or marginalized, but rather is embraced as an integral part of one's overall well-being. We believe that by providing quality care that is both evidence-based and compassionate, we can empower individuals to take charge of their mental health and achieve their full potential. We are passionate about making a positive impact on the lives of those struggling with mental health issues and we strive to be a force for positive change in the field of mental healthcare. About the Role Rula’s mission is to expand access to compassionate, expert mental healthcare. This role exists to make our frontline—and our customers—unmistakably successful. You’ll own the end‑to‑end performance system: Customer experience agent new‑hire onboarding, ongoing upskilling, and the knowledge engine (including the content that powers our AI bots) across multiple audiences and 12+ lines of business. This is not a “build minimum viable training” job. It’s a design, operate, and scale function that reduces time‑to‑proficiency, lifts quality, and increases self‑service capabilities. The right candidate for this role knows how to consistently develop agents from zero to highly professional expert problem-solvers within a few months. They will be self-sufficient analytically, braiding together insights from data sources such as quality assurance, agent feedback, and training measurement to feed a continuous feedback loop to drive operational excellence with limited oversight. Successful candidates will have either built this function to scale before in a startup environment and/or in a large company (>$100m ARR) known for world-class, high touch support. Required Qualifications 10+ years of learning and development experience, with 5+ years specifically in a customer experience/customer support environment 5+ years of experience leading managers of managers, including global teams across onshore, nearshore, and offshore agent environments A proven track record of building agent teams with a reputation for quality working with a complex product Strong understanding of leading-edge adult learning methodologies (e.g., coaching + guided practice, retrieval with spacing) Detailed expertise designing and driving measurable impact metrics (e.g. CSAT, NPS) for training, enablement, and content programs Proficiency with CX enablement tools and technologies (e.g., KMS, LMS) Strong data literacy, leveraging analytics and reporting tools (Excel, Google Sheets, BI Tools) to identify opportunities for improvement Exceptional program, change management, and stakeholder management skills Preferred Qualifications While having the preferred qualifications enhances your candidacy, having all of them is not mandatory. We encourage all interested applicants to apply, even those who may not meet every preferred requirement. 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 (phone, email, and chat) We're serious about your well-being! As part of our team, full-time employees receive: 100% remote work environment (US-based only): Working hours to support a healthy work-life balance, ensuring you can meet both professional and personal commitments Attractive pay and benefits : Full transparency of pay ranges regardless of where you live in the United States Comprehensive health benefits : Medical, dental, vision, life, disability, and FSA/HSA 401(k) plan access : Start saving for your future Generous time-off policies : Including 2 company-wide shutdown weeks each year for self-care (for most employees) Paid parental leave : Available for all parents, including birthing, non-birthing, adopting, and fostering Employee Assistance Program (EAP) : Support for your mental and physical health New hire home office stipend : Set up your workspace for success Quarterly department stipend : Fund team-building activities or in-person gatherings Wellness events and lunch & learns : Explore a variety of engaging topics Community and employee resource groups : Participate in groups that celebrate employee identity and lived experiences, fostering a sense of community and belonging for all Our team We believe that diversity, equity, and inclusion are fundamental to our mission of making mental healthcare work for everyone. We are dedicated to having a culture of inclusion that will support our employees in feeling safe, seen, heard, and valued.