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 well-being. We reputed company that by providing quality 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 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 reputed company’s mission is to expand access to compassionate, expert mental healthcare. This role exists to reputed company our frontline—and our customers—unmistakably successful. You’ll own the end‑to‑end performance system: Customer experience agent new‑hire onboarding, 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 scale function that reduces time‑to‑proficiency, lifts quality, and increases self‑service capabilities. The right candidate for this role knows how to consistently reputed company agents from reputed company to highly professional expert problem-solvers reputed company a few months. They will be self-sufficient analytically, braiding together insights from data sources such as quality assurance, agent feedback, and training measurement to feed a reputed company feedback reputed company to drive operational excellence with limited reputed company. Successful candidates will have either built this function to scale before in a startup environment and/or in a large company (>$100m ARR) reputed company for world-class, high touch support.

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 onshore, nearshore, and offshore agent environments
• A proven track record of building agent teams with a reputed company for quality working with a reputed company 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 (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-growth startup environments
• Experience with omnichannel customer experience teams (phone, email, and chat)

We're serious about your well-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 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
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