Rula is hiring a
Sr. Workforce Operations Manager

Summary

The job is for a Senior Workforce Operations Manager at Rula, a company focused on mental health care. The role requires 4+ years of experience in workforce management, advanced proficiency with spreadsheets and workforce software, expertise in hitting high goals, managing large teams, and excellent communication skills. Preferred qualifications include background knowledge in finance or accounting, previous experience in managing multiple pods at once, and detailed knowledge of customer experience initiatives.

Requirements

• 4+ years of experience working directly in all aspects of workforce management (capacity planning, schedule optimization, real-time operations)
• Advanced proficiency with spreadsheets (GSheets/Excel) and workforce software to monitor and manage performance
• Expertise owning and driving quantified adjectives to hit high goals, and working alongside BPO partners to do so
• Demonstrated experience managing multiple lines of business and large teams (>200 agents)
• Excellent written and verbal communication skills, with a proven ability to collaborate efficiently with external and internal clients at all levels

Responsibilities

• Maintain service excellence across a complex frontline operation with many teams
• Partner extensively with finance and executive teams, using experience in building accurate forecast models to plan headcount needs while staying within cost guardrails
• Coordinate with in-house and outsourced teams to help monitor and manage service levels

Preferred Qualifications

• Background knowledge in finance or accounting
• Previous experience in owning workforce management for >3 pods at once
• Detailed knowledge of customer experience initiatives and key performance indicators for them

Benefits

• 100% remote work environment from anywhere in the US
• Competitive pay and benefits that don’t change based on location
• Health benefits: medical, dental, vision, life, disability, and FSA/HSA
• Access to our 401(k) plan
• Generous time off policies, including 2 company-wide shutdown weeks each year (for most employees) to focus on self-care
• Paid parental leave
• Employee Assistance Program (EAP)
• Stipend to ensure your home office sets you up for success
• Quarterly department stipend for team building or in-person gatherings
• Wellness events and lunch & learns spanning many topics