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The Senior Manager of Customer Insights leads the Voice of the Patient program, optimizing feedback systems and ensuring patient insights drive operational improvements across the organization.
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, including one in every county in the United States, and in 98% of primary care deserts.
Ro has been recognized as a Fortune Best Workplace in New York and Health Care for four consecutive years (2021-2024). In 2023, Ro was also named Best Workplace for Parents for the third year in a row. In 2022, Ro was listed as a CNBC Disruptor 50.
We’re looking for a Senior Manager of Customer Insights to join our Insights & Customer Strategy team at Ro. In this role, you’ll own and grow the programs that keep us connected to our patients at scale. You will play a huge part in ensuring the lived experiences of our patients are visible, measurable, and actionable across the entire organization.
Functionally this means you’ll be responsible for evolving and expanding the way we capture, analyze, and act on patient feedback. This includes maintaining and optimizing current high volume feedback infrastructure (e.g. NPS/CSAT) as well as pushing into new capabilities.
This is a highly cross-functional and high-impact role. You’ll work closely with stakeholders across Care, Clinical, Pharmacy, Product and Marketing, as well as play a critical role in our strategic partnership with external pharma brands. You’ll also be a part of a lean and high-performing insights team. This is a great opportunity for someone who is excited to make a meaningful impact on the day-to-day experience of patients at Ro while also working hand-in-hand with functional partners in Insights and UXR.
What You’ll Do
- 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.
What You Bring
- 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.
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.
The target base salary for this position ranges from $136,900 to $155,000, in addition to a competitive equity and benefits package (as applicable). When determining compensation, we analyze and carefully consider several factors, including location, job-related knowledge, skills and experience. These considerations may cause your compensation to vary.
Ro recognizes the power of in-person collaboration, while supporting the flexibility to work anywhere in the United States. For our Ro’ers in the tri-state (NY) area, you will join us at HQ on Tuesdays and Thursdays. For those outside of the tri-state area, you will be able to join in-person collaborations throughout the year (i.e., during team on-sites).
At Ro, we believe that our diverse perspectives are our biggest strengths — and that embracing them will create real change in healthcare. As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability and/or any other legally protected classification protected by federal, state, or local law.
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Top Skills
Looker
Qualtrics
SQL
Zendesk
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