Ro is a healthcare company that connects directly with patients, aiming to help them reach their health goals by providing simple and effective care. It’s the only company offering nationwide telehealth, lab services, and pharmacy support through a fully integrated platform. This platform delivers a seamless healthcare experience—from diagnosis to medication delivery to ongoing care. Since its founding in 2017, Ro has supported millions of patients across every U.S. county, including 98% of areas lacking primary care.

Ro has consistently been recognized as a top workplace, earning spots on Fortune’s Best Workplaces in New York and Health Care lists from 2021 to 2024. In 2023, it was named a Best Workplace for Parents for the third consecutive year, and in 2022, it was included in CNBC’s Disruptor 50.

As a Member Experience Operations Manager, you’ll lead a team of Customer Experience Leads and Coordinators who are dedicated to supporting patients. Your role involves coaching team leaders, monitoring performance, and ensuring service goals are met across both internal teams and external BPO partners. You’ll foster a supportive, empowered environment where teams take pride in the care they provide.

You’ll focus on building efficient, scalable operations—streamlining workflows, enhancing processes, and using tools like CRM systems, automation, and AI to improve support while maintaining a personal touch. You’ll use data to gain insights into both patient and team needs, turning those insights into meaningful improvements.

What You’ll Do:

– Lead and mentor CX Leaders who manage frontline teams, with a focus on performance and consistency across BPO and offshore teams.
– Oversee team performance, staffing, and alignment across all support locations, ensuring BPO partners meet Ro’s standards.
– Develop and implement scalable workflows, SOPs, and knowledge resources to maintain high-quality support.
– Collaborate with BPO leadership to drive accountability and continuous improvement through coaching and quality assurance.
– Work with QA, Capacity Planning, and Strategy teams to identify performance issues and lead targeted, data-driven solutions.
– Leverage tools like Zendesk, macros, automation, and chatbots to streamline operations while preserving a human connection.
– Regularly analyze performance data to identify trends and proactively manage risks.
– Advocate for patients by working with Product, Pharmacy, and Engineering teams to improve the overall experience.
– Lead change management initiatives, including rollout planning, documentation, training, and coaching.
– Cultivate a high-trust, performance-driven culture where teams feel supported and connected to Ro’s mission, regardless of location.

What You’ll Bring:

– 5+ years of experience in customer support, patient experience, or service operations.
– 2+ years working with or managing BPO/offshore support partners (required).
– At least 1 year of people management experience with a proven ability to develop others.
– Hands-on experience with CRM or customer communication tools, including automation and AI.
– Strong data analysis skills and the ability to translate metrics into action.
– Experience creating standardized workflows and scalable process improvements.
– Excellent collaboration and communication skills.
– Ability to succeed in a fast-paced, rapidly growing environment.

Benefits Include:

– Comprehensive medical, dental, and vision insurance, plus OneMedical membership.
– Healthcare and Dependent Care FSA.
– 401(k) with company match.
– Flexible paid time off.
– Reimbursements for wellness and professional development.
– Paid parental leave and fertility benefits.
– Pet insurance.
– Student loan refinancing.
– Virtual resources for mental health, counseling, and fitness.

Ro welcomes applicants of all backgrounds and identities. The base salary range for this role is $96,900 to $120,500, with additional equity and benefits. Compensation is determined based on location, skills, and experience.

Ro supports flexible work across the U.S. Employees in the New York tri-state area work from HQ on Tuesdays and Thursdays. Those outside the area participate in occasional in-person events throughout the year.

Ro values diverse perspectives and is committed to creating an inclusive workplace. We are an equal opportunity employer and make employment decisions without regard to legally protected characteristics.

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