Full-Time Director, CX Learning & Knowledge

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 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 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.

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

• 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)

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