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.
As the Associate Director of Customer Experience at Ro, you’ll own the performance, health, and evolution of our outsourced Member Experience operations, partnering closely with multiple BPO providers and sites to deliver high-quality, consistent care to our patients. You’ll lead and develop senior Customer Experience Leaders who oversee frontline teams within our BPO partners, ensuring Ro’s standards are met at scale through strong leadership, clear expectations, and disciplined performance management.
In this role, you’ll operate 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 will be 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, helping us work smarter by streamlining workflows, strengthening processes, and leveraging tools like CRM platforms, automation, and AI to enhance support without losing the human connection. You use data not just to measure outcomes, but to understand people - translating insights into meaningful actions that improve both the patient experience and the day-to-day lives of BPO teams.
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 ownership of BPO or offshore operations (required), including managing performance across multiple sites and/or vendors
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
Excellent cross-functional collaboration and communication skills, with the ability to influence stakeholders across Product, Engineering, Pharmacy, QA, and Strategy
Comfort operating in a fast-paced, high-growth environment, balancing near-term execution with long-term operational thinking
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