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Ro is a direct-to-patient healthcare company offering nationwide telehealth, labs, and pharmacy services through a vertically integrated platform. As Associate Director of Customer Experience Operations, you will own the performance and evolution of Ro's outsourced Member Experience operations, partnering with multiple BPO providers and sites to deliver consistent, high-quality care to patients.
You will lead and develop senior Customer Experience Leaders who oversee frontline teams within BPO partners, ensuring Ro's standards are met at scale through strong leadership, clear expectations, and disciplined performance management. Operating as the primary owner of BPO outcomes, you'll set the operating rhythm for outsourced support, hold partners and leaders accountable to service goals, and build an environment where teams feel supported, empowered, and proud of the care they deliver regardless of location or partner.
While your focus is on external teams, you'll collaborate closely with internal stakeholders to ensure alignment and consistency across the broader Patient Experience organization. You'll bring a mindset of thoughtful, scalable operations—streamlining workflows, strengthening processes, and leveraging tools like CRM platforms, automation, and AI to enhance support without losing the human connection. You use data to understand people, translating insights into meaningful actions that improve both patient experience and the day-to-day lives of BPO teams.
This role requires managing multiple senior leaders, setting performance expectations, and driving accountability across distributed teams. You'll be responsible for operational metrics, process optimization, and ensuring quality standards are maintained across all outsourced support functions.
