Rula is hiring a
Therapist Support Operations Manager

Summary

The job description is for a Therapist Support Operations Manager at Rula who will manage the Central Support team to provide an effortless client experience. The candidate should have 5+ years of support experience, with at least 3 years in management, data analysis skills, process mapping expertise, and cross-functional collaboration abilities.

Requirements

• 5+ years of experience in support, with at least 3 years of experience managing support-centric teams
• Experience in collecting, analyzing, and utilizing various types of data to inform decisions and to understand and improve CSAT/DSAT
• Familiarity with process mapping, process optimization, and performance metrics
• Expertise in collaborating effectively with cross-functional partners, adept at balancing diverse needs, and prioritizing tasks efficiently to achieve successful outcomes
• Experience building processes for scale and developing workflows independently

Responsibilities

Manage and expand Rula’s Central Support team to provide an effortless client experience as services continue to evolve

Preferred Qualifications

• 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