Manager, Member Experience Operations

About Ro

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, including one in every county in the United States, and in 98% of primary care deserts. Ro has been recognized as a Fortune Best Workplace in New York and Health Care for four consecutive years (2021-2024). In 2023, Ro was also named Best Workplace for Parents for the third year in a row. In 2022, Ro was listed as a CNBC Disruptor 50.

Job Summary

As a Member Experience Operations Manager, you’ll lead and support a team of Customer Experience Leads and Coordinators who show up every day to care for our patients. You’ll coach and develop frontline leaders, keep a close eye on team performance, and ensure we’re meeting our service goals — whether the work is happening in-house or with our trusted BPO partners.

Key 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