Senior Manager, Insights

Summary

Join Ro, a leading direct-to-patient healthcare company, as a Senior Manager of Customer Insights. In this role, you will lead the Voice of the Patient program, expanding feedback collection and analysis across various touchpoints. You will partner with cross-functional teams, translating patient insights into actionable recommendations. This high-impact position requires strong analytical and communication skills, experience with high-volume feedback systems, and a passion for improving patient experiences. The role offers the flexibility to work remotely anywhere in the US, with in-person collaboration opportunities. Ro is committed to diversity and inclusion, offering a competitive salary and benefits package.

Requirements

• 7–9+ years of experience in Insights, Research, Analytics, or CX, including substantial ownership of voice-of-customer or patient experience programs
• Proven success partnering with operations, service, or care delivery teams to embed feedback into ongoing performance and quality efforts
• Experience managing high-volume, high-impact survey and feedback systems with operational precision and strategic insight
• Strong analytical and communication skills—you know how to spot trends, connect dots, and translate data into clear narratives for diverse stakeholders
• Familiarity with tools like Qualtrics, Zendesk, Looker, or similar platforms
• Excitement about building—whether that’s systems, capabilities, or culture—and a drive to continuously improve how we listen to and learn from our patients

Responsibilities

• Lead Ro’s Voice of the Patient program – Own and evolve our core feedback systems, including always-on surveys, sentiment reporting, and structured follow-ups across the care journey
• Expand our feedback footprint – Identify new opportunities to collect feedback across emerging touchpoints and services, and help Ro extend its listening capabilities across the full patient lifecycle
• Serve as the insights partner to Operations and Care Delivery – Build strong relationships with leaders across CX, Pharmacy, and Clinical teams, and ensure they have access to the patient insights needed to drive service excellence
• Synthesize and socialize insights – Translate patient feedback into clear, actionable recommendations that drive operational improvements, roadmap changes, and partner reporting
• Partner cross-functionally – Collaborate with Product, Clinical, Marketing, and Growth to ensure patient insights are embedded into key decision cycles and initiatives
• Partner across the Insights function – Contribute to research operations and strategic projects across UXR and Marketing Insights, helping the broader team scale its impact

Preferred Qualifications

• Experience in a digital health, pharmacy, or clinical setting
• Familiarity with voice-of-customer KPIs (e.g., CSAT, NPS) and patient experience benchmarking
• Familiarity with SQL is a bonus
• Prior involvement in insights reporting for external stakeholders (e.g., co-marketing partners, strategic partners)
• Passion for building empathy at scale—helping others connect with and act on patient stories

Benefits

• Competitive equity and benefits package
• Ro recognizes the power of in-person collaboration, while supporting the flexibility to work anywhere in the United States