Ro is a direct-to-consumer healthcare company dedicated to helping people achieve their health goals by delivering care that is straightforward and effective. It is the only organization offering nationwide telehealth, lab services, and pharmacy support through a fully integrated platform that ensures a smooth experience from diagnosis to medication delivery to ongoing care. Since 2017, Ro has served millions of patients in 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 consecutive years (2021–2024). It was named a Best Workplace for Parents for the third year in a row in 2023 and was included in the CNBC Disruptor 50 list in 2022.

As the Associate Director of Customer Experience Operations, you will oversee the performance, quality, and continual improvement of Ro’s outsourced member experience operations. You will partner closely with multiple BPO vendors and locations to ensure patients receive consistent, high-quality support. You will coach and guide senior customer experience leaders who manage frontline teams, ensuring Ro’s standards are maintained at scale through effective leadership, clear expectations, and structured performance management.

In this role, you will own BPO outcomes end‑to‑end. You will set the operational cadence for outsourced support, ensure partners meet service targets, and cultivate an environment where teams across all sites feel supported, empowered, and proud of the care they deliver. Though your work centers on external teams, you will collaborate frequently with internal partners to maintain alignment across the broader patient experience organization.

You will bring an operations mindset focused on scalable, thoughtful processes—simplifying workflows, enhancing procedures, and using tools like CRM platforms, automation, and AI to elevate support while preserving a strong human touch. You will rely on data not only to track results but to understand people, turning insights into meaningful action that improves both patient outcomes and the daily work of BPO teams.

What You’ll Do:
• Manage the full performance of Ro’s outsourced member experience operations across multiple BPO partners, sites, and channels (chat, messaging, email, voice), ensuring high service quality, productivity, staffing health, and operational efficiency
• Lead and develop senior CX leaders within BPO environments, setting clear expectations for performance, consistency, and growth while scaling effective leadership practices
• Define and optimize the operating model for outsourced omnichannel support, including performance benchmarks, staffing plans, escalation paths, and routines that promote excellence and alignment with Ro’s standards
• Serve as the primary partner to BPO leadership teams, ensuring accountability through clear goals, coaching consistency, QA standards, and a culture of continuous improvement
• Build and implement scalable workflows, SOPs, and knowledge resources that enable consistent, high-quality support across external teams and channels
• Work with QA, capacity planning, and strategy teams to resolve systemic performance challenges and lead targeted, data-driven improvements across sites, vendors, and channels
• Leverage tools such as Zendesk, AI-powered workflows, macros, automations, and chatbots to increase efficiency, streamline operations, and improve patient experience while maintaining personalization
• Monitor performance metrics across volume, quality, satisfaction, and efficiency—by channel and site—to identify trends, risks, and opportunities for improvement
• Advocate for patients by turning frontline insights and performance data into clear, actionable recommendations for product, pharmacy, and engineering teams to enhance the end‑to‑end experience
• Lead major change management initiatives across BPO partners, including rollout planning, documentation, training, and reinforcement to ensure successful adoption
• Build a high-trust, performance-oriented culture within outsourced teams, ensuring leaders and frontline staff feel supported, empowered, and connected to Ro’s mission

What You’ll Bring:
• More than 5 years of experience in customer or patient support, with increasing responsibility in complex, scaled environments
• At least 3 years managing BPO or offshore operations, including overseeing performance across multiple sites or vendors
• Between 3 and 5 or more years of leadership experience managing managers or senior leaders, with a strong track record of 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 tools like Zendesk, including automation, macros, and AI-powered workflows, with the ability to shape tooling strategy
• Strong data fluency, with experience analyzing volume, quality, satisfaction, and efficiency metrics and using insights to inform operations
• Proven ability to design and roll out standardized workflows, SOPs, and scalable process improvements across distributed or outsourced teams
• Excellent cross-functional communication and collaboration skills, with the ability to influence product, engineering, pharmacy, QA, and strategy teams
• Ability to thrive in a fast-paced, high-growth environment while balancing day-to-day execution with long-term operational planning

We’ve Got You Covered:
• Comprehensive medical, dental, and vision plans plus OneMedical membership
• Healthcare and Dependent Care FSA
• 401(k) with company match
• Flexible PTO
• Wellbeing and professional development reimbursements
• Paid parental leave and fertility benefits
• Pet insurance
• Student loan refinancing
• Virtual resources for mental health, wellness, and fitness
• An inclusive workplace welcoming candidates from all backgrounds

The base salary range for this role is $133,000–$165,000, plus competitive equity and benefits where applicable. Actual compensation depends on factors such as location, experience, and skills.

Ro supports in-person collaboration while enabling employees to work anywhere in the U.S. Employees based in the NY tri-state area work from HQ on Tuesdays and Thursdays; those outside the region participate in occasional in-person events such as team on-sites.

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

California applicants can view the privacy policy here: https://ro.co/job-applicant-privacy-policy