Associate Director, Customer Experience Operations

What You’ll Do:

Own the end-to-end performance of Ro’s outsourced Member Experience operations across multiple BPO partners, sites, and support channels (e.g., chat, messaging, email, voice), with accountability for service quality, productivity, staffing health, and overall operational effectiveness

Lead, coach, and develop senior CX Leaders within BPO environments, setting clear expectations for performance, consistency, and growth while building strong leadership capability at scale

Establish and evolve the operating model for outsourced, omnichannel support, including performance frameworks, staffing alignment, escalation paths, and operating rhythms that ensure teams are set up for success and aligned to Ro’s standards

Serve as the primary partner to BPO leadership teams, driving accountability through clear goals, calibrated coaching and QA expectations, and a culture of continuous improvement

Design and implement scalable workflows, SOPs, and knowledge tools that enable consistent, high-quality support across all external teams and channels

Partner closely with QA, Capacity Planning, and Strategy to identify systemic performance gaps and lead targeted, data-driven interventions across sites, vendors, and channels

Leverage tools such as Zendesk, AI-enabled workflows, macros, automations, and chatbots to streamline operations, improve efficiency, and enhance the patient experience without losing the human touch

Regularly analyze performance data across volume, quality, satisfaction, and efficiency — by channel and site - proactively identifying trends, risks, and opportunities for improvement

Champion the voice of the patient by translating frontline and performance insights into clear recommendations for Product, Pharmacy, and Engineering partners to improve the end-to-end, omnichannel experience

Lead large-scale change management efforts across BPO partners, including structured rollout plans, documentation, training, and reinforcement to ensure adoption and sustained impact

Build and sustain a high-trust, performance-driven culture within outsourced teams, where leaders and frontline agents feel supported, empowered, and connected to Ro’s mission

What You’ll Bring to the Team:

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

We’ve Got You Covered:

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