Manager, Member Experience Operations

Summary

Join Ro, a leading direct-to-patient healthcare company, as a Member Experience Operations Manager and lead a team of Customer Experience Leads and Coordinators. You will coach and develop frontline leaders, monitor team performance, and ensure service goals are met, both in-house and with BPO partners. This role demands creating a supportive and empowering environment for your team. You will streamline workflows, improve processes, and leverage tools like CRM platforms and AI to enhance support while maintaining human connection. Data analysis will be crucial for understanding both patient experience and team needs, driving meaningful improvements. You will also collaborate with various teams to identify performance gaps and implement scalable solutions. Finally, you will foster a high-trust, performance-driven culture.

Requirements

• 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

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
• 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

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