Customer Experience Operations Manager, Ro
$104.6-125k
+ Equity
More information about location
Telehealth primary care platform
Job no longer available
Telehealth primary care platform
501-1000 employees
Job no longer available
$104.6-125k
+ Equity
More information about location
501-1000 employees
Company mission
To help patients achieve health goals by delivering the most convenient and effective care possible.
Role
Who you are
- 5+ years of experience within customer support, patient experience, or service operations
- 2+ years working with or managing BPO/offshore support partners (required)
- 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
What the job involves
- As a Customer 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
- More than anything, you’ll help create an environment where teams feel supported, empowered, and proud of the care they deliver
- You’ll bring a mindset of thoughtful, scalable operations — helping us work smarter by streamlining workflows, improving processes, and using tools like CRM platforms, automation, and AI to enhance support without losing the human connection
- You’re someone who uses data not just to measure outcomes, but to understand people — turning insights into meaningful actions that improve both the patient experience and the day-to-day lives of your team
- You'll 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
Our take
Ro is a direct-to-patient healthcare company on a mission to help patients achieve their health goals by delivering the easiest, most effective care possible.
It's the only company offering nationwide telehealth, labs, and pharmacy services, too. This was 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, the company has helped millions of patients, including one in every county in the United States, and in 98% of primary care deserts.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2022
$150m
LATE VC
Mar 2021
$500m
SERIES D
Total funding: $1.0bn
Company benefits
- Medical, dental, and vision membership
- Equity for all team members
- Flexible time off
- Paid parental leave, and flexible work arrangement
- Well-stocked office with snacks and bi-weekly free lunches
- Gym, learning, and development stipends
Company HQ
Chelsea, New York, NY
Leadership
Zachariah Reitano
(Co-Founder & CEO)Previously a Teacher at General Assembly and co-founder of Shout Inc., in 2013. They are now an Entrepreneur in Residence at Prehype.
Saman Rahmanian
(Co-Founder & Chief Product Officer)Previously a Senior Art Director at Crispin Porter + Bogusky and founder of Tischen in 2010. They were also a Partner at Prehype and founder of Managed by Q.
Rob Schutz
(Co-Founder & Board Member)Founder of Snagged.com. Experienced as a Senior Consultant at CGI specializing in healthcare, they also served as Director of US Marketing and User Acquisition at kgb and as VP of Growth at BARK.
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