Associate Director, Customer Experience Operations

As the Associate Director of Customer Experience at Ro, you’ll own the performance, health, and evolution of our outsourced Member Experience operations, partnering closely with multiple BPO providers and sites to deliver high-quality, consistent care to our patients. You’ll lead and develop senior Customer Experience Leaders who oversee frontline teams within our BPO partners, ensuring Ro’s standards are met at scale through strong leadership, clear expectations, and disciplined performance management.

In this role, you’ll operate as the primary owner of BPO outcomes. You’ll set the operating rhythm for outsourced support, hold partners and leaders accountable to service goals, and build an environment where teams feel supported, empowered, and proud of the care they deliver - regardless of location or partner. While your focus will be on external teams, you’ll collaborate closely with internal stakeholders to ensure alignment and consistency across the broader Patient Experience organization.

You’ll bring a mindset of thoughtful, scalable operations, helping us work smarter by streamlining workflows, strengthening processes, and leveraging tools like CRM platforms, automation, and AI to enhance support without losing the human connection. You use data not just to measure outcomes, but to understand people - translating insights into meaningful actions that improve both the patient experience and the day-to-day lives of BPO teams.

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