Ro is a direct‑to‑patient healthcare company committed to helping people reach their health goals by providing care that is as simple and effective as possible. It is the only organization that offers nationwide telehealth, lab services, and pharmacy support, all powered by a vertically integrated platform that delivers a seamless experience from diagnosis, to medication delivery, to ongoing care. Since 2017, Ro has supported millions of patients across every U.S. county, including 98% of primary care deserts.

Ro has been recognized as a Fortune Best Workplace in New York and in Healthcare for four straight years (2021–2024). In 2023, it was named a Best Workplace for Parents for the third consecutive year, and in 2022 it appeared on the CNBC Disruptor 50 list.

As the Associate Director of Customer Experience Operations, you will be responsible for the performance, quality, and ongoing improvement of Ro’s outsourced member experience operations. You will work closely with multiple BPO partners and sites to ensure that patients receive consistent, high-quality support. You will guide and develop senior customer experience leaders who oversee frontline teams, ensuring Ro’s standards are upheld at scale through strong leadership, clear expectations, and structured performance management.

In this position, you will act as the primary owner of BPO outcomes. You will define the operating cadence for outsourced support, ensure partners meet service goals, and foster an environment where teams across all locations feel empowered, supported, and proud of the care they provide. Although your focus will be on external teams, you will collaborate closely with internal stakeholders to maintain alignment and consistency across the broader patient experience organization.

You will bring a mindset focused on scalable, thoughtful operations—streamlining workflows, improving processes, and using tools such as CRM platforms, automation, and AI to enhance support while maintaining a strong human connection. You rely on data not just to measure outcomes, but to understand people, turning insights into meaningful actions that improve patient experience and the day‑to‑day work of BPO teams.

What You’ll Do:
• Oversee the full performance of Ro’s outsourced member experience operations across multiple BPO partners, sites, and channels (chat, messaging, email, voice), with accountability for service quality, productivity, staffing health, and operational effectiveness
• Lead, mentor, and develop senior CX leaders within BPO settings, establishing clear expectations around performance, consistency, and growth while scaling strong leadership practices
• Define and refine the operating model for outsourced omnichannel support, including performance standards, staffing structures, escalation protocols, and operating rhythms that enable success and alignment with Ro’s expectations
• Act as the key partner to BPO leadership teams, ensuring accountability through defined goals, coaching alignment, QA expectations, and a culture of ongoing improvement
• Create and implement scalable workflows, SOPs, and knowledge tools that ensure consistent, high-quality support across external teams and channels
• Partner with QA, capacity planning, and strategy teams to address systemic performance issues and lead targeted, data-driven improvements across sites, vendors, and channels
• Use tools such as Zendesk, AI-enabled workflows, macros, automations, and chatbots to streamline operations, increase efficiency, and enhance the patient experience while preserving personalization
• Regularly review performance data across volume, quality, satisfaction, and efficiency—by channel and site—to identify trends, risks, and improvement opportunities
• Advocate for the patient by converting frontline insights and performance data into clear recommendations for product, pharmacy, and engineering teams to improve the end‑to‑end experience
• Lead large-scale change management initiatives across BPO partners, including rollout planning, documentation, training, and reinforcement to ensure adoption and long-term success
• Foster a high-trust, performance-driven culture within outsourced teams, ensuring both leaders and frontline agents feel supported, empowered, and connected to Ro’s mission

What You’ll Bring:
• 5+ years of experience in customer or patient support, with increasing responsibility in complex, scaled environments
• 3+ years managing BPO or offshore operations, including performance oversight across multiple sites or vendors
• 3–5+ years of leadership experience managing managers or senior leaders, with proven success developing high-performing teams
• Experience managing omnichannel support (chat, messaging, email, voice) and driving consistency across channels at scale
• Hands-on experience with CRM and communication platforms such as Zendesk, including automation, macros, and AI-enabled workflows, with the ability to influence tooling strategy
• Strong data fluency, with experience analyzing performance across volume, quality, satisfaction, and efficiency, and using insights to drive operational action
• Demonstrated ability to design and implement standardized workflows, SOPs, and scalable process improvements across distributed or outsourced teams
• Excellent cross-functional collaboration and communication skills, with the ability to influence teams across product, engineering, pharmacy, QA, and strategy
• Comfort working in a fast-paced, high-growth environment while balancing short-term execution with long-term operational planning

We’ve Got You Covered:
• Comprehensive medical, dental, and vision coverage plus OneMedical membership
• Healthcare and Dependent Care FSA
• 401(k) with company match
• Flexible PTO
• Wellbeing and learning & growth reimbursements
• Paid parental leave and fertility benefits
• Pet insurance
• Student loan refinancing
• Virtual resources for mindfulness, counseling, and fitness
• An inclusive environment welcoming candidates of all backgrounds

The target base salary for this role is $133,000–$165,000, plus competitive equity and benefits where applicable. Compensation is determined based on several factors, including location, experience, and job-related skills.

Ro supports in‑person collaboration while allowing employees to work anywhere in the U.S. Employees in the tri‑state (NY) area work from HQ on Tuesdays and Thursdays; those outside the region participate in periodic in‑person sessions, such as team on-sites.

Ro believes diverse perspectives drive meaningful change in healthcare. As an equal opportunity employer, Ro provides equal access in all employment practices—recruitment, hiring, compensation, training, promotion, termination, and all other conditions—without discrimination based on protected characteristics.

California applicants may review the privacy policy here: https://ro.co/job-applicant-privacy-policy