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Ro · 2 months ago

Manager, Customer Experience Operations

United States

Full-time

Remote

Mid, Senior Level

$105K/yr - $125K/yr

5+ years exp

Ro is a direct-to-patient healthcare company focused on helping patients achieve their health goals through effective care. The Customer Experience Operations Manager will lead and support a team, ensuring high-quality service delivery and continuous improvement in operations through data-driven insights and scalable processes.

Hospital & Health Care

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

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

Qualification

Customer support experienceBPO management experienceCRM platforms proficiencyData analysis skillsProcess improvement experiencePeople management experienceCross-functional collaborationCommunication skillsAdaptability

Required

5+ years of experience within customer support, patient experience, or service operations

2+ years working with or managing BPO/offshore support partners

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 connecting 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

Benefits

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

Company

Ro

Glassdoor3.1

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.

Founded in 2017

New York, NY, US

201-500 employees

https://ro.co

H1B Sponsorship

Ro has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (8)

2024 (6)

2023 (5)

2022 (12)

2021 (4)

2020 (2)