About Ro
Your telehealth primary care partner for better health
Key Highlights
- Raised $1.0 billion in Series D funding
- Serves millions of patients, including in 98% of primary care deserts
- Nationwide telehealth, lab, and pharmacy services
- Headquartered in Chelsea, New York with 501-1000 employees
Ro is a leading telehealth primary care platform headquartered in Chelsea, New York. Since its founding in 2017, Ro has raised $1.0 billion in funding and serves millions of patients across the United States, including those in 98% of primary care deserts. The company uniquely offers nationwide tele...
🎁 Benefits
Ro offers a comprehensive benefits package including medical, dental, and vision membership, equity for all team members, flexible time off, paid pare...
🌟 Culture
Ro's culture is centered around its mission to provide accessible healthcare through a direct-to-patient model. The company emphasizes a patient-first...
Skills & Technologies
Overview
Ro is hiring an Associate Director of Customer Experience Operations to oversee outsourced member experience operations. You'll work with CRM platforms and automation tools to enhance patient support. This role requires strong leadership and operational management skills.
Job Description
Who you are
You have extensive experience in customer experience operations, ideally within the healthcare sector, and a proven track record of managing outsourced teams effectively. Your leadership style fosters accountability and high performance among your team members, ensuring that service goals are consistently met. You are adept at using data to drive decisions, translating insights into actionable strategies that enhance both patient experiences and team dynamics.
You possess strong analytical skills, allowing you to leverage CRM platforms and automation tools to streamline workflows and improve operational efficiency. Your ability to communicate effectively with various stakeholders ensures that everyone is aligned with the company's mission of delivering high-quality care. You are passionate about creating an environment where teams feel empowered and supported in their roles.
Desirable
Experience in telehealth or direct-to-patient healthcare is a plus, as is familiarity with performance management frameworks. You are comfortable working with BPO providers and have a knack for building strong partnerships that drive results.
What you'll do
As the Associate Director of Customer Experience Operations, you will take ownership of the performance and evolution of our outsourced member experience operations. You will partner closely with multiple BPO providers to ensure that Ro's standards for patient care are met at scale. Your role will involve leading and developing senior customer experience leaders who oversee frontline teams, setting clear expectations and maintaining a disciplined approach to performance management.
You will establish the operating rhythm for outsourced support, holding partners accountable to service goals while fostering a culture of continuous improvement. Your focus will be on streamlining workflows and strengthening processes, utilizing tools like CRM platforms and automation to enhance support without losing the human connection that is vital in healthcare.
In this role, you will also analyze data not just to measure outcomes but to understand the needs of both patients and BPO teams. You will translate these insights into meaningful actions that improve the overall patient experience and the day-to-day lives of your teams.
What we offer
At Ro, we are committed to creating a supportive and inclusive workplace. We offer competitive compensation and benefits, including flexible working arrangements to help you maintain a healthy work-life balance. You will have the opportunity to work with a talented team dedicated to transforming healthcare and making a positive impact on patients' lives.
Join us in our mission to deliver the easiest, most effective care possible. We encourage you to apply even if your experience doesn't match every requirement — your passion for improving patient experiences is what matters most.
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