Associate Director, Customer Experience Operations

Ro • New York, NY

2d • $133,000 - $165,000 • Hybrid

About The Position

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 is the only company to offer nationwide telehealth, labs, and pharmacy services. This is enabled by Ro's vertically integrated platform that helps patients achieve their goals through a convenient, end-to-end healthcare experience spanning from diagnosis, to delivery of medication, to ongoing care. Since 2017, Ro has helped millions of patients in nearly every single county in the United States, including 99% of primary care deserts.

Ro is consistently recognized as a top workplace in Health Care, in New York, and for Women and Parents—earning more than 20 honors from Fortune, Great Place to Work, and PEOPLE since 2021. In 2025 alone, we ranked top 5 among medium workplaces in Health Care and New York, and top 50 nationwide.

At Ro, the care experience is at the heart of how we build trust with our patients. Every conversation, every resolved issue, and every moment of support shapes how people experience their healthcare - often during moments when they need it most.

As the Associate Director of Customer Experience Operations, you’ll lead and evolve Ro’s onshore Member Experience organization, guiding the strategy and performance of a ~100+ person US-based care team that supports patients across messaging, email, and voice.

You’ll do this by leading a strong bench of frontline leaders who support teams of coordinators, senior coordinators, and quality specialists. Your focus will be on building leadership capability, strengthening operational systems, and ensuring our care teams are set up to deliver thoughtful, high-quality support at scale.

You’ll play a central role in shaping how care works at Ro. Our Member Experience team sits at the intersection of patients, product, and operations - which means the insights from our frontline teams often become the catalyst for meaningful improvements across the company. You’ll help ensure those insights are heard and turned into action.

You’ll partner closely with Product, Engineering, Legal, Quality & Safety, Operations Strategy, and Information Security to improve systems, workflows, and policies that impact the patient journey. Your work will help ensure that the care experience isn’t just reactive - it’s thoughtful, scalable, and continuously improving.

You’ll also help us build the operating systems behind great care: strong leadership development, clear performance frameworks, scalable processes, and tools that make our teams more effective. That includes leveraging CRM platforms, automation, and emerging AI capabilities in ways that enhance our support without losing the empathy and human connection that defines the Ro experience.
Ultimately, this role is about building an organization where great care can scale - where teams feel supported, leaders grow, and patients consistently receive the thoughtful, high-quality experience they deserve.

Requirements

• 5+ years of experience in customer support, patient experience, or service operations, with increasing scope and ownership in complex, scaled environments
• 3+ years of direct leadership of Customer Experience teams
• 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
• Comfort operating in a fast-paced, high-growth environment, balancing near-term execution with long-term operational thinking

Responsibilities

• Own the end-to-end performance of Ro’s onshore Member Experience organization across support channels (e.g., messaging, email, voice), with accountability for service quality, productivity, staffing health, and overall operational effectiveness
• Lead, coach, and develop frontline leadership, setting clear expectations for performance, consistency, and growth while building strong leadership capability across a scaled frontline organization
• Establish and evolve the operating model for Ro’s internal care organization, 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 operational leader for Ro’s onshore care teams, fostering a culture of accountability, strong coaching, and continuous improvement across leaders and frontline teams
• Design and implement scalable workflows, SOPs, and knowledge tools that enable consistent, high-quality patient support across all care channels
• Partner closely with QA, Capacity Planning, and Operations Strategy to identify systemic performance gaps and lead targeted, data-driven interventions across teams and support 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
• Champion the voice of the patient and frontline teams by translating operational insights into clear recommendations for Product, Pharmacy, Engineering, and other partners to improve the end-to-end care experience
• Partner cross-functionally with Product, Engineering, Legal, Quality & Safety, Operations Strategy, and Information Security to ensure systems, policies, and processes support both patients and frontline teams
• Partner closely with Ro’s BPO operations leadership to ensure alignment across internal and outsourced care teams, driving consistent service standards, workflows, and patient experiences across the broader Member Experience organization
• Lead operational change initiatives across the care organization, including new product launches, workflow updates, tooling improvements, and policy changes, ensuring structured rollout, training, and adoption

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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed