Ro is a direct‑to‑patient healthcare company dedicated to helping people reach their health goals by providing care that is as simple and effective as possible. It is the only company offering nationwide telehealth, laboratory services, and pharmacy support, all powered by a vertically integrated platform. This platform delivers a seamless end‑to‑end healthcare experience, from diagnosis to medication delivery to ongoing care. Since 2017, Ro has supported millions of patients across almost every county in the United States, including 99% of primary care deserts.

Ro is regularly recognized as a leading workplace in healthcare, in New York, and for women and parents, earning more than 20 awards from Fortune, Great Place to Work, and PEOPLE since 2021. In 2025 alone, the company ranked in the top five for medium‑sized workplaces in both healthcare and New York, and in the top 50 nationwide.

At Ro, the care experience is central to building trust with patients. Every interaction, resolved issue, and moment of support shapes how people experience their healthcare, especially at times when they need it most.

As the Manager of Training and Quality Assurance, you will create and lead the strategy for delivering high‑quality, consistent, and scalable support across Ro’s non‑clinical Member Experience teams, including both U.S.‑based staff and BPO partners.

In this role, you will oversee the full learning ecosystem and quality assurance function, ensuring every team member is prepared to deliver outstanding patient experiences from the start and continues to develop over time. You will define the systems, standards, and structures that support quality, while designing training programs that evolve with our products, policies, and patient needs.

You will work closely with Operations, Product, Quality and Safety, Legal, and BPO leadership to align training, quality expectations, and the overall care experience. Your work will directly influence how performance is measured, how teams are coached, and how we continuously improve the patient journey.

This is a highly strategic, cross‑functional role focused on building scalable systems for learning, performance, and quality within a growing, distributed care organization. You will manage a team of QA and training professionals, including QA associates and team leads, while owning the overarching training and QA roadmap. Success requires balancing hands‑on execution with strategic leadership and driving alignment across internal teams and BPO partners through strong cross‑functional influence.

What You’ll Do:
• Lead the Training and QA roadmap, balancing immediate operational needs with long‑term capability building
• Own the full Training and QA strategy for Ro’s non‑clinical Member Experience teams across internal and BPO groups
• Design and implement scalable onboarding programs, including curricula, certification processes, and role‑specific learning paths
• Create and enhance ongoing learning programs to support continuous development, product training, policy updates, and performance improvement
• Build and maintain a centralized QA framework across all support channels, including scorecards, audit processes, and calibrations
• Establish clear quality standards and ensure consistent execution across all teams
• Partner with Operations and frontline leaders to turn QA insights into coaching, training, and performance improvements
• Develop feedback loops connecting QA, training, and operations to identify issues and support continuous improvement
• Use data to understand trends in quality, knowledge gaps, and performance, and turn insights into actionable plans
• Work cross‑functionally to ensure training and QA processes remain aligned with current workflows, policies, and compliance needs
• Serve as the main point of contact for QA and training with BPO partners, ensuring alignment with Ro’s standards
• Lead calibration sessions, quality reviews, and training audits for BPO teams
• Introduce and scale tools and best practices, including AI‑powered QA and learning tools
• Support organizational changes and new initiatives by ensuring structured training and readiness across teams

What You’ll Bring:
• 5+ years of experience in training, QA, customer experience, or service operations within complex, scaled organizations
• 3+ years of leadership experience managing individual contributors or senior ICs
• A strong track record of building and scaling training programs and QA frameworks across distributed teams, including BPOs
• Deep understanding of QA methodologies, calibration, and performance management in support or patient‑experience environments
• Experience supporting omnichannel environments with consistent quality across chat, messaging, email, and voice
• Strong data skills, with experience analyzing QA results, performance trends, and learning outcomes
• Hands‑on experience with CRM and support tools, QA platforms, LMS systems, and AI‑driven solutions
• Ability to influence cross‑functional partners and translate business needs into scalable training and quality programs
• Experience in fast‑moving, high‑growth environments with the ability to balance strategy and execution

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 reimbursements
• Paid parental leave and fertility benefits
• Pet insurance
• Student loan refinancing
• Virtual resources for mindfulness, counseling, and fitness

We encourage applicants of all races, backgrounds, genders, and sexual orientations to apply.

The target base salary ranges from $106,300 to $128,000, with additional equity and benefits as applicable. Compensation is based on location, experience, and relevant skills.

Ro values in‑person collaboration while supporting nationwide flexibility. Team members in the New York tri‑state area join at HQ on Tuesdays and Thursdays. Team members outside the area participate in in‑person collaboration during scheduled on‑sites throughout the year.

Ro believes that diverse perspectives drive meaningful change in healthcare. As an equal opportunity employer, we do not discriminate based on any protected characteristic under federal, state, or local law.

Ro is committed to providing accommodations for applicants with disabilities. If you need assistance during the application or interview process, contact talent@ro.co.

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