About the RoleAt Rula, we are seeking a Billing Support Operations Manager who is highly adaptable, passionate about leading people, and energized by building in the face of constant change. This person will lead Billing Support through its next phase by driving change management, strengthening operating rigor, and improving alignment across Billing Support, FinOps, EPD, Enablement, and BPO partners.
This person will turn operational and billing data into clear performance stories, recommendations, and trade-offs for leadership. They will be expected to diagnose root causes, influence cross-functional partners, balance performance across multiple BPO vendors, and build scalable workflows in a fast-moving startup environment.
Required Qualifications- 5+ years of customer support experience, particularly in a high-volume ticketing and/or regulatory environment
- 3+ years of people leadership, guiding teams and upleveling individuals through ambiguity, change, or performance recovery in a billing support, healthcare operations, revenue cycle, or customer operations environment
- Expertise in independently mapping processes, defining performance metrics (i.e. CSAT, Average Handle Time, First Touch Resolution, Quality Assurance, Call Abandon Rates, etc.), and building scalable workflows that improve operational efficiency and quality
- Proficiency building or using dashboards, independently analyzing metric movement (i.e. Google Sheets/Excel, Looker, PowerBI, Tableau), to identify root causes, and communicating the performance story and recommended actions to senior stakeholders
- Experience influencing cross-functional partners such as FinOps, EPD, Enablement, or BPO teams, especially when ownership is ambiguous and shared goals need to be created
- Demonstrated resilience and adaptability, possessing the skills to navigate emotionally charged customer situations and thrive in fast-paced, evolving environments
Preferred QualificationsWhile 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.
- An Associate's Degree or higher, and/or equivalent experience
- Experience working directly with patient populations or in Health Care / Mental Health, and with a strong understanding of patient needs
- Experience with multi-channel support teams (phone, email, chat)
- Strong knowledge of CRM systems (i.e. Zendesk, Salesforce, JIRA) 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: Working hours to support a healthy work-life balance, ensuring you can meet both professional and personal commitments (must be based in United States, currently not hiring in Hawaii)
- 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): Supporting your mental and physical health
- Quarterly department stipend: Fun team-building activities or in-person gatherings
- Community and employee resource groups: Participate in groups that celebrate employee identity and lived experiences, fostering a sense of community and belonging for all
- Home office stipend: New hire home office stipend & $50 monthly stipend to help cover internet or cell phone expenses
- Wellness at Rula program: Year-round wellness initiatives and a $50/month wellness stipend
Our teamWe 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.
