Sr. Workforce Operations Manager - Customer Experience (Remote)

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 is seeking an experienced Sr. Workforce Operations Manager professional who can help us maintain service excellence across a complex frontline operation with many teams. You will partner extensively with finance and executive teams, using your experience in building accurate forecast models to plan headcount needs while staying within cost guardrails. Rula invests heavily to ensure patients and providers receive fast responses. You’ll play an essential role in helping us fulfill this promise to customers. You’ll coordinate with in-house and outsourced teams to help us monitor and manage service levels.

This role sits within our Customer Experience Operations org which oversees all scaled frontline operations with over a dozen agent pods. We act with camaraderie, a sense of urgency, and a personal passion for making mental healthcare work for everyone.

Required Qualifications

• 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 (300+ agents) at public and/or mature companies 

• Excellent written and verbal communication skills, with a proven ability to collaborate efficiently with external and internal clients at all levels

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.

• 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

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.

Compensation Range: $146.2K - $163.4K