Associate Director, Customer Experience Operations

Role Overview

• Own the end-to-end performance of Ro’s onshore Member Experience organization across support channels (e.g., messaging, email, voice), with accountability for service quality, productivity, staffing health, and overall operational effectiveness
• Lead, coach, and develop frontline leadership, setting clear expectations for performance, consistency, and growth while building strong leadership capability across a scaled frontline organization
• Establish and evolve the operating model for Ro’s internal care organization, 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 operational leader for Ro’s onshore care teams, fostering a culture of accountability, strong coaching, and continuous improvement across leaders and frontline teams
• Design and implement scalable workflows, SOPs, and knowledge tools that enable consistent, high-quality patient support across all care channels
• Partner closely with QA, Capacity Planning, and Operations Strategy to identify systemic performance gaps and lead targeted, data-driven interventions across teams and support 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
• Champion the voice of the patient and frontline teams by translating operational insights into clear recommendations for Product, Pharmacy, Engineering, and other partners to improve the end-to-end care experience
• Partner cross-functionally with Product, Engineering, Legal, Quality & Safety, Operations Strategy, and Information Security to ensure systems, policies, and processes support both patients and frontline teams
• Partner closely with Ro’s BPO operations leadership to ensure alignment across internal and outsourced care teams, driving consistent service standards, workflows, and patient experiences across the broader Member Experience organization
• Lead operational change initiatives across the care organization, including new product launches, workflow updates, tooling improvements, and policy changes, ensuring structured rollout, training, and adoption

Requirements

• 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 leadership of Customer Experience teams
• 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
• Comfort operating in a fast-paced, high-growth environment, balancing near-term execution with long-term operational thinking

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