Rula

Director, CX Learning & Knowledge

Rula

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $176,000 - $196,700 per year

Job Level

Lead

About the role

  • Own the end‑to‑end performance system: Customer experience agent new‑hire onboarding, ongoing upskilling, and the knowledge engine across multiple audiences and 12+ lines of business
  • Design, operate, and scale function that reduces time‑to‑proficiency, lifts quality, and increases self‑service capabilities
  • Consistently develop agents from zero to highly professional expert problem-solvers within a few months
  • Self-sufficient analytically, braiding together insights from data sources such as quality assurance, agent feedback, and training measurement
  • Drive operational excellence with limited oversight

Requirements

  • 10+ years of learning and development experience, with 5+ years specifically in a customer experience/customer support environment
  • 5+ years of experience leading managers of managers, including global teams across onshore, nearshore, and offshore agent environments
  • A proven track record of building agent teams with a reputation for quality working with a complex product
  • Strong understanding of leading-edge adult learning methodologies (e.g., coaching + guided practice, retrieval with spacing)
  • Detailed expertise designing and driving measurable impact metrics (e.g. CSAT, NPS) for training, enablement, and content programs
  • Proficiency with CX enablement tools and technologies (e.g., KMS, LMS)
  • Strong data literacy, leveraging analytics and reporting tools (Excel, Google Sheets, BI Tools) to identify opportunities for improvement
  • Exceptional program, change management, and stakeholder management skills
Benefits
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
learning and developmentcustomer experienceadult learning methodologiesmeasurable impact metricsdata literacyanalyticsreporting toolsprogram managementchange managementstakeholder management
Soft skills
analytical skillsproblem-solvingleadershipcoachingcommunicationteam buildingoperational excellenceself-sufficiencyquality assurancefeedback integration