Ro · 17 hours ago
Associate Director, Customer Experience Operations
New York, NY
Full-time
Hybrid
Lead/Staff, Director/Executive
$133K/yr - $165K/yr
5+ years expRo is a direct-to-patient healthcare company focused on delivering effective care to patients. The Associate Director of Customer Experience Operations will manage outsourced member experience operations, ensuring high-quality care and performance across multiple BPO partners while leading senior customer experience leaders.
Hospital & Health Care
Responsibilities
Own the end-to-end performance of Ro’s outsourced member experience operations across multiple BPO partners, sites, and support channels (e.g., chat, messaging, email, voice), with accountability for service quality, productivity, staffing health, and overall operational effectiveness
Lead, coach, and develop senior CX Leaders within BPO environments, setting clear expectations for performance, consistency, and growth while building strong leadership capability at scale
Establish and evolve the operating model for outsourced, omnichannel support, including performance frameworks, staffing alignment, escalation paths, and operating rhythms that ensure teams are set up for success and aligned to Ro’s standards
Serve as the primary partner to BPO leadership teams, driving accountability through clear goals, calibrated coaching and QA expectations, and a culture of continuous improvement
Design and implement scalable workflows, SOPs, and knowledge tools that enable consistent, high-quality support across all external teams and channels
Partner closely with QA, capacity planning, and strategy teams to identify systemic performance gaps and lead targeted, data-driven interventions across sites, vendors, and channels
Leverage tools such as Zendesk, AI-enabled workflows, macros, automations, and chatbots to streamline operations, improve efficiency, and enhance the patient experience without losing the human touch
Regularly analyze performance data across volume, quality, satisfaction, and efficiency — by channel and site - proactively identifying trends, risks, and opportunities for improvement
Champion the voice of the patient by translating frontline and performance insights into clear recommendations for product, pharmacy, and engineering partners to improve the end-to-end, omnichannel experience
Lead large-scale change management efforts across BPO partners, including structured rollout plans, documentation, training, and reinforcement to ensure adoption and sustained impact
Build and sustain a high-trust, performance-driven culture within outsourced teams, where leaders and frontline agents feel supported, empowered, and connected to Ro’s mission
Qualification
Required
5+ years of experience in customer support or patient experience with increasing scope and ownership in complex, scaled environments
3+ years of direct ownership of BPO or offshore operations, including managing performance across multiple sites and/or vendors
3–5+ years of people leadership experience, including leading managers or senior leaders, with a strong track record of developing high-performing teams
Experience owning omnichannel support operations (e.g., chat, messaging, email, voice) and driving consistency across channels at scale
Hands-on familiarity with CRM and customer communications platforms (e.g., Zendesk), including automation, macros, and AI-enabled workflows - with the ability to partner effectively on tooling strategy and adoption
Strong data fluency, with demonstrated experience analyzing performance across volume, quality, satisfaction, and efficiency, and translating insights into operational action
Proven ability to design and implement standardized workflows, SOPs, and scalable process improvements across distributed or outsourced teams
Excellent cross-functional collaboration and communication skills, with the ability to influence stakeholders across product, engineering, pharmacy, QA, and strategy
Comfort operating in a fast-paced, high-growth environment, balancing near-term execution with long-term operational thinking
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 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.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Rob Schutz
Co-Founder & Board Member
Saman Rahmanian
Co-Founder & Chief Product Officer
Recent News
2024-05-08
Endpoints News
2024-05-05
2024-05-01
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