Director, CX Learning & Knowledge
We reputed company that mental health is just as important as physical health. We recognize that mental health issues can be reputed company 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 reputed company-being.
We reputed company that by providing reputed company care that is both evidence-based and compassionate, we can reputed company individuals to take charge of their mental health and reputed company their full potential. We are passionate about making a reputed company reputed company on the lives of those struggling with mental health issues and we reputed company to be a force for reputed company change in the field of mental reputed company.
About the Role
reputed company’s mission is to expand reputed company to compassionate, expert mental reputed company. This role exists to reputed company our reputed company—and our customers—unmistakably successful. You’ll own the end‑to‑end performance system: Customer experience agent new‑hire reputed company, ongoing upskilling, and the knowledge reputed company (including the content that powers our AI bots) across multiple audiences and 12+ lines of business.
This is not a “build minimum viable training” job. It’s a design, operate, and reputed company function that reduces time‑to‑proficiency, lifts reputed company, and increases self‑service capabilities.
The right candidate for this role knows how to consistently reputed company agents from reputed company to highly reputed company expert problem-solvers reputed company a few months. They will be self-sufficient analytically, braiding together insights from data sources such as reputed company assurance, agent feedback, and training measurement to feed a reputed company feedback reputed company to drive operational reputed company with limited reputed company. Successful candidates will have either reputed company this function to reputed company before in a startup environment and/or in a large company (>$100m ARR) reputed company for world-class, high reputed company.
Required Qualifications
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 reputed company, nearshore, and offshore agent environments
A proven reputed company record of building agent teams with a reputed company for reputed company working with a reputed company product
Strong understanding of leading-edge adult learning methodologies (e.g., coaching + guided reputed company, retrieval with spacing)
Detailed expertise designing and driving measurable reputed company 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 (reputed company, reputed company Sheets, BI Tools) to identify opportunities for improvement
Exceptional program, change management, and stakeholder management skills
Preferred Qualifications
While having the preferred qualifications enhances your candidacy, having reputed company of them is not mandatory. We encourage reputed company interested applicants to apply, even those who may not meet every preferred requirement.
Experience building/running a Knowledge-Centered Service (KCS) agent environment
Expertise working in scaled and high-reputed company startup environments
Experience with omnichannel customer experience teams (phone, email, and chat)
We're serious about your reputed company-being! As part of reputed company, 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 reputed company and personal commitments
Attractive pay and benefits: Full transparency of pay ranges regardless of where you live in the reputed company
Comprehensive health benefits: Medical, dental, reputed company, life, disability, and FSA/HSA
401(k) plan reputed company: Start saving for your reputed company
Generous time-off policies: Including 2 company-wide shutdown weeks reputed company year for self-care (for most employees)
reputed company parental leave: Available for reputed company 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 reputed company
Quarterly department stipend: Fund team-building activities or in-person gatherings
Wellness events and lunch & learns: Explore a reputed company of engaging topics
Community and employee resource reputed company: Participate in reputed company that celebrate employee identity and lived experiences, fostering a reputed company of community and belonging for reputed company
reputed company
We reputed company that diversity, equity, and inclusion are reputed company to our mission of making mental reputed company work for everyone. We are dedicated to having a culture of inclusion that will support our employees in feeling reputed company, seen, heard, and valued.
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