Therapist Support Operations Manager (Remote) - job 1 of 2
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
At Rula, we are seeking a Therapist Support Operations Manager to manage and expand Rula’s Central Support team. This person will be responsible for leading our Tier 3 Therapist support team in providing an effortless client experience as our services continue to evolve in the pursuit of our mission.
This person will leverage their communication, operations, and data analysis skills to exceed KPIs/SLAs, build out processes for scale, and partner cross-functionally across the organization to improve our user experience. This role will be vitally important in the growth and scalability of Rula. We act with camaraderie, support, and a sense of urgency.
Required Qualifications
5+ years of experience in support, with at least 3 years of experience managing support-centric teams and owning customer support-specific OKRs
Experience in collecting, analyzing, and utilizing various types of data to inform decisions and to understand and improve CSAT/DSAT
Skillfulness in project managing large and unique cross-functional initiatives end-to-end
Expertise in collaborating effectively with cross-functional partners, adept at balancing diverse needs, and prioritizing tasks efficiently to achieve successful outcomes.
Experience building and mapping processes for scale and developing workflows independently
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 in a start-up environment
Previous exposure in healthcare or mental health industry, particularly with provider populations understanding provider needs
Experience with multi-channel support teams (phone, email, chat)
Strong knowledge of CRM systems (i.e. Zendesk, Salesforce) and/or similar tools that enable support teams to be successful
We're serious about your well-being! As part of our team, full-time employees receive:
100% remote work environment: 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
Discounted programs: Fetch, SmartSpend, Ladder, SoFi
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.
Average salary estimate
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At Rula, we believe that mental health is just as crucial as physical health, and we're transforming the landscape of mental healthcare. As the Therapist Support Operations Manager, you'll play a pivotal role in managing and expanding our Central Support team, dedicated to providing an effortless client experience. This remote position based in Los Angeles requires an individual with extensive support experience and a passion for empowering individuals to take charge of their mental health. The ideal candidate will have at least 5 years of experience in support, with 3 years in a managerial capacity overseeing support-focused teams. You will leverage your excellent communication skills, operational expertise, and data analysis abilities to enhance our services and meet KPIs/SLAs effectively. As you build processes for scalability, you'll work collaboratively across various departments to significantly improve user experiences. Your experience in project management and process mapping will be essential, as you guide innovative solutions that foster camaraderie, support, and urgency in our mission. Join us at Rula to make a positive impact in mental healthcare, where your contributions will empower others on their journey towards wellness.
Rula's mission is to make mental healthcare work for everyone.
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