Psych Support Operations Manager

Rula | "Competitive" comp not given

Steph's Notes:

The duties of the role and title are badly misaligned – this should be a Director-level role.

Benefits: Full-time employees

So...they have a lot of independent contractors, then.

We're serious about your well-being! As Part Of Our Team, Full-Time Employees Receive

A LOT of independent contractors.

Generous time off policies, including 2 company-wide shutdown weeks each year (for most employees) to focus on self-care

That "for most employees" is doing a lot of heavy lifting. I bet we can guess who doesn't get that extra time off!

Original Job Description: Psych Support Operations Manager

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

We are seeking a Psych Support Operations Manager to expand Rula’s Central Support team. This person will be responsible for overseeing the transition of our psych support agents from our Psych Services Org to the Central Support Org.

This person will leverage their communication, operation, and data analysis skills to build out a high-performing team including bringing KPIs/SLAs in line with the central support org, building out processes for scale, and improving collaboration between the different support teams. 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
• 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 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

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 patient populations understanding patient 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 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

Our Team

The people of Rula are what truly define our mission and determine our impact on the people we serve. We believe in building not only a team, but a diverse community, inspiring each other by taking on big challenges, growing and succeeding together.