Senior Manager, Care Delivery Knowledge Management

Summary

Join Ro, a leading direct-to-patient healthcare company, as a Senior Manager of Care Delivery Knowledge Management. You will be responsible for developing, implementing, and maintaining a scalable knowledge system to equip frontline teams with the information they need to deliver high-quality care. This role involves managing the entire content lifecycle, from creating Standard Operating Procedures (SOPs) to driving long-term adoption. You will collaborate with various teams to ensure successful product launches and continuous improvement. The ideal candidate possesses 8+ years of experience in implementation, process engineering, and change management within a fast-paced healthcare or tech environment. Ro offers a comprehensive benefits package, including full medical, dental, and vision insurance, 401(k) matching, flexible PTO, and more. The position offers a competitive salary range of $135,600-$174,000, plus equity and benefits. Ro supports flexible work arrangements, with a hybrid model for those in the tri-state area and remote options for others.

Requirements

• 8+ years of experience in implementation, process engineering, change management, and project management, ideally in a fast-paced or high-growth healthcare or tech environment
• Proven ability to establish systems that scale —bonus points for experience standing up new documentation or knowledge management platforms
• Highly organized, with the ability to manage dynamic priorities, deadlines, and cross-functional needs
• Ownership mindset —you care deeply about keeping information accurate, consistent, and accessible
• High comfort operating at multiple altitudes - “taking the pen” to write or edit documentation, while also establishing the “systems” to store and maintain that documentation
• Expert in process mapping , SOP development, and operational documentation with a knack for making complex workflows digestible
• Strong communicator and stakeholder wrangler —you know how to clarify inputs, assign ownership, and drive projects to the finish line

Responsibilities

• Stand up and oversee Ro’s knowledge management system, making it easy for frontline teams to find relevant and up-to-date information
• Establish scalable systems for documentation updates, change control, and proactive review
• Build and maintain clinical and non-clinical workflow documentation, partnering with frontline SMEs (incl. Practitioners and RNs.)
• Create and maintain process maps and SOPs, identifying gaps, inefficiencies, and opportunities for standardization
• Support product / workflow launches, monitoring adoption of launches and driving continuous improvement
• Ensure frontline readiness for launches and changes, by keeping clinical and non-clinical workflows and documentation are accurate and up-to-date

Preferred Qualifications

Experience working with Knowledge Management tools like Confluence, LucidChart, Airtable, Guru, Notion, TextExpander, and/or Asana - bonus points for experience with digital adoption platforms like WalkMe and UserPilot

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