Manager, Customer Experience Operations

Manager, Customer Experience Operations

Ro is a direct-to-patient healthcare company with a mission of helping patients achieve their health goals by delivering the easiest, most effective care possible. Ro is the only company to offer nationwide telehealth, labs, and pharmacy services. This is enabled by Ro's vertically integrated platform that helps patients achieve their goals through a convenient, end-to-end healthcare experience spanning from diagnosis, to delivery of medication, to ongoing care. Since 2017, Ro has helped millions of patients, including one in every county in the United States, and in 98% of primary care deserts.

Ro has been recognized as a Fortune Best Workplace in New York and Health Care for four consecutive years (2021-2024). In 2023, Ro was also named Best Workplace for Parents for the third year in a row. In 2022, Ro was listed as a CNBC Disruptor 50.

As a Customer Experience Operations Manager, you'll lead and support a team of Customer Experience Leads and Coordinators who show up every day to care for our patients. You'll coach and develop frontline leaders, keep a close eye on team performance, and ensure we're meeting our service goals whether the work is happening in-house or with our trusted BPO partners. More than anything, you'll help create an environment where teams feel supported, empowered, and proud of the care they deliver.

You'll bring a mindset of thoughtful, scalable operations helping us work smarter by streamlining workflows, improving processes, and using tools like CRM platforms, automation, and AI to enhance support without losing the human connection. You're someone who uses data not just to measure outcomes, but to understand people turning insights into meaningful actions that improve both the patient experience and the day-to-day lives of your team.

What You'll Do :

• Lead, coach, and develop a group of CX Leaders who manage frontline teams - with a particular focus on performance, consistency, and growth across our BPO and offshore partners.
• Own team performance, health, and staffing alignment across all support sites - ensuring BPO teams are set up for success and operating to Ro's standards.
• Design and implement scalable workflows, SOPs, and knowledge tools that ensure consistent, high-quality support across internal and external teams.
• Partner closely with BPO leaders to drive accountability, calibrate on coaching and QA expectations, and embed a culture of continuous improvement.
• Collaborate with QA, Capacity Planning, and Strategy teams to identify performance gaps and lead targeted, data-driven interventions.
• Use tools like Zendesk, macros, automations, and chatbots to streamline operations - optimizing for efficiency without losing the human touch.
• Analyze performance data regularly across volume, quality, satisfaction, and efficiency - identifying trends and proactively addressing risks.
• Champion the voice of the patient by partnering with Product, Pharmacy, and Engineering teams to surface insights and improve the end-to-end experience.
• Lead change management efforts - including structured rollout plans, documentation, training, and coaching - to drive adoption across distributed teams.
• Foster a high-trust, performance-driven culture where frontline teams feel supported, empowered, and deeply connected to Ro's mission - regardless of location.

What You'll Bring to the Team :

We've Got You Covered :

The target base salary for this position ranges from $104,600 to $125,000, in addition to a competitive equity and benefits package (as applicable). When determining compensation, we analyze and carefully consider several factors, including location, job-related knowledge, skills and experience. These considerations may cause your compensation to vary.

Ro recognizes the power of in-person collaboration, while supporting the flexibility to work anywhere in the United States. For our Ro'ers in the tri-state (NY) area, you will join us at HQ on Tuesdays and Thursdays. For those outside of the tri-state area, you will be able to join in-person collaborations throughout the year (i.e., during team on-sites).

At Ro, we believe that our diverse perspectives are our biggest strengths and that embracing them will create real change in healthcare. As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability and / or any other legally protected classification protected by federal, state, or local law.