Modern Fertility
Overview
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 an end-to-end healthcare experience from diagnosis to delivery of medication and ongoing care. Since 2017, Ro has helped millions of patients and serves 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 named Best Workplace for Parents for the third year in a row and, in 2022, was listed as a CNBC Disruptor 50. What You'll Do
As a
Member Experience Operations Manager , you’ll lead and support a team of Customer Experience Leads and Coordinators who care for our patients. You’ll coach and develop frontline leaders, monitor team performance, and ensure we meet service goals—whether in-house or with trusted BPO partners. You’ll help create an environment where teams feel supported, empowered, and proud of the care they deliver. You’ll advocate thoughtful, scalable operations by streamlining workflows, improving processes, and using tools like CRM platforms, automation, and AI to enhance support without losing the human connection. You’ll use data not just to measure outcomes but to understand people, turning insights into actions that improve patient experience and the day-to-day lives of your team. Lead, coach, and develop a group of CX Leaders who manage frontline teams with a focus on performance, consistency, and growth across 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 for consistent, high-quality support across internal and external teams Partner with BPO leaders to drive accountability, calibrate coaching and QA expectations, and embed 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 the human touch Analyze performance data across volume, quality, satisfaction, and efficiency to identify trends and address risks Champion the voice of the patient by partnering with Product, Pharmacy, and Engineering to surface insights and improve the end-to-end experience Lead change management efforts with 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 connected to Ro’s mission What You’ll Bring to the Team
5+ years of experience within 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. The target base salary for this position ranges from $96,900 to $120,500, in addition to a competitive equity and benefits package (as applicable). When determining compensation, we analyze factors such as location, job-related knowledge, skills, and experience, which 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 Ro’ers in the tri-state (NY) area, you will join us at HQ on Tuesdays and Thursdays. For those outside the tri-state area, you will be able to participate in-person collaborations throughout the year (e.g., 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 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. See our California Privacy Policy here.
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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 an end-to-end healthcare experience from diagnosis to delivery of medication and ongoing care. Since 2017, Ro has helped millions of patients and serves 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 named Best Workplace for Parents for the third year in a row and, in 2022, was listed as a CNBC Disruptor 50. What You'll Do
As a
Member Experience Operations Manager , you’ll lead and support a team of Customer Experience Leads and Coordinators who care for our patients. You’ll coach and develop frontline leaders, monitor team performance, and ensure we meet service goals—whether in-house or with trusted BPO partners. You’ll help create an environment where teams feel supported, empowered, and proud of the care they deliver. You’ll advocate thoughtful, scalable operations by streamlining workflows, improving processes, and using tools like CRM platforms, automation, and AI to enhance support without losing the human connection. You’ll use data not just to measure outcomes but to understand people, turning insights into actions that improve patient experience and the day-to-day lives of your team. Lead, coach, and develop a group of CX Leaders who manage frontline teams with a focus on performance, consistency, and growth across 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 for consistent, high-quality support across internal and external teams Partner with BPO leaders to drive accountability, calibrate coaching and QA expectations, and embed 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 the human touch Analyze performance data across volume, quality, satisfaction, and efficiency to identify trends and address risks Champion the voice of the patient by partnering with Product, Pharmacy, and Engineering to surface insights and improve the end-to-end experience Lead change management efforts with 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 connected to Ro’s mission What You’ll Bring to the Team
5+ years of experience within 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. The target base salary for this position ranges from $96,900 to $120,500, in addition to a competitive equity and benefits package (as applicable). When determining compensation, we analyze factors such as location, job-related knowledge, skills, and experience, which 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 Ro’ers in the tri-state (NY) area, you will join us at HQ on Tuesdays and Thursdays. For those outside the tri-state area, you will be able to participate in-person collaborations throughout the year (e.g., 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 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. See our California Privacy Policy here.
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