Ro
Overview
Join to apply for the
Manager, Member Experience Operations
role at
Ro . 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 offers nationwide telehealth, labs, and pharmacy services through a vertically integrated platform that supports diagnosis, medication delivery, and ongoing care. Since 2017, Ro has helped millions of patients and is recognized as a Fortune Best Workplace in New York and Health Care (2021–2024), among other accolades. As a
Member Experience Operations Manager , you will lead and support a team of Customer Experience Leads and Coordinators who care for our patients. You will coach and develop frontline leaders, monitor performance, and ensure service goals are met across both in-house teams and trusted BPO partners. You will help create an environment where teams feel supported, empowered, and proud of the care they deliver. You’ll bring a mindset of scalable operations—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 to understand people, turning insights into 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 focus on performance, consistency, and growth across Ro’s 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 to ensure consistent, high-quality support across internal and external teams Partner with BPO leaders to drive accountability, calibrate 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 while preserving a human touch Analyze performance data across volume, quality, satisfaction, and efficiency to identify trends and proactively address risks Champion the voice of the patient by partnering with Product, Pharmacy, and Engineering teams to surface insights and improve end-to-end experience Lead change management efforts including rollout plans, documentation, training, and coaching to drive adoption across distributed teams Foster a high-trust, performance-driven culture where frontline teams feel supported and connected to Ro’s mission, regardless of location What You’ll Bring To The Team
5+ years of experience in customer support, patient experience, or service operations 2+ years working with or managing BPO/offshore support partners (required) 1+ year of people management experience with a track record of developing others Hands-on experience with CRM or customer communications platforms—macros, automations, and AI integrations Strong data fluency—comfortable analyzing dashboards, creating reports, and linking performance metrics to action Experience implementing standardized workflows, SOPs, and scalable process improvements Excellent cross-functional collaboration and communication skills Ability to thrive in a fast-paced, fast-growth environment We’ve Got You Covered
Full medical, dental, and vision insurance + OneMedical membership Healthcare and Dependent Care FSA 401(k) with company match Flexible PTO Wellbeing + Learning & Growth reimbursements Paid parental leave + Fertility benefits Pet insurance Student loan refinancing Virtual resources for mindfulness, counseling, and fitness We welcome qualified candidates of all races, creeds, genders, and sexualities to apply. See our California Privacy Policy here.
#J-18808-Ljbffr
Join to apply for the
Manager, Member Experience Operations
role at
Ro . 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 offers nationwide telehealth, labs, and pharmacy services through a vertically integrated platform that supports diagnosis, medication delivery, and ongoing care. Since 2017, Ro has helped millions of patients and is recognized as a Fortune Best Workplace in New York and Health Care (2021–2024), among other accolades. As a
Member Experience Operations Manager , you will lead and support a team of Customer Experience Leads and Coordinators who care for our patients. You will coach and develop frontline leaders, monitor performance, and ensure service goals are met across both in-house teams and trusted BPO partners. You will help create an environment where teams feel supported, empowered, and proud of the care they deliver. You’ll bring a mindset of scalable operations—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 to understand people, turning insights into 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 focus on performance, consistency, and growth across Ro’s 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 to ensure consistent, high-quality support across internal and external teams Partner with BPO leaders to drive accountability, calibrate 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 while preserving a human touch Analyze performance data across volume, quality, satisfaction, and efficiency to identify trends and proactively address risks Champion the voice of the patient by partnering with Product, Pharmacy, and Engineering teams to surface insights and improve end-to-end experience Lead change management efforts including rollout plans, documentation, training, and coaching to drive adoption across distributed teams Foster a high-trust, performance-driven culture where frontline teams feel supported and connected to Ro’s mission, regardless of location What You’ll Bring To The Team
5+ years of experience in customer support, patient experience, or service operations 2+ years working with or managing BPO/offshore support partners (required) 1+ year of people management experience with a track record of developing others Hands-on experience with CRM or customer communications platforms—macros, automations, and AI integrations Strong data fluency—comfortable analyzing dashboards, creating reports, and linking performance metrics to action Experience implementing standardized workflows, SOPs, and scalable process improvements Excellent cross-functional collaboration and communication skills Ability to thrive in a fast-paced, fast-growth environment We’ve Got You Covered
Full medical, dental, and vision insurance + OneMedical membership Healthcare and Dependent Care FSA 401(k) with company match Flexible PTO Wellbeing + Learning & Growth reimbursements Paid parental leave + Fertility benefits Pet insurance Student loan refinancing Virtual resources for mindfulness, counseling, and fitness We welcome qualified candidates of all races, creeds, genders, and sexualities to apply. See our California Privacy Policy here.
#J-18808-Ljbffr