Manager, Training & Quality Assurance - Customer Experience

Ro is a direct-to-patient healthcare company focused on helping patients achieve their health goals through effective care. The Manager of Training & Quality Assurance will lead the strategy for high-quality support in Ro's non-clinical Member Experience organization, ensuring exceptional patient experiences through effective training and quality assurance practices.

Responsibilities:

• Own and drive the Training and QA roadmap, balancing near-term operational needs with longer-term capability building across the organization
• Own the end-to-end Training and Quality Assurance strategy for Ro’s non-clinical Member Experience organization across both onshore and BPO teams
• Design and implement scalable onboarding programs, including curriculum development, certification frameworks, and role-based learning paths for new hires
• Build and evolve continuous learning programs to support ongoing development, product education, policy updates, and performance improvement
• Define and operationalize a centralized QA framework across all support channels (e.g., messaging, email, voice), including scorecards, audit methodologies, and calibration processes
• Establish clear quality standards and ensure consistent application across internal teams and BPO partners
• Partner with Operations and frontline leadership to translate QA insights into targeted coaching, training interventions, and performance improvements
• Develop feedback loops between QA, training, and operations to identify systemic gaps and drive continuous improvement initiatives
• Leverage data to identify trends in quality, knowledge gaps, and performance drivers, and translate insights into actionable programs
• Partner cross-functionally with Product, Engineering, Legal, and Quality & Safety to ensure training and QA frameworks reflect current workflows, policies, and compliance requirements
• Serve as the primary point of contact for QA and training across BPO partners, ensuring alignment to Ro standards and consistency in patient experience
• Lead vendor calibration sessions, quality reviews, and training audits to maintain high performance across outsourced teams
• Introduce and scale tools, technologies, and best practices (including AI-enabled QA and learning tools) to improve efficiency and effectiveness
• Support organizational change initiatives (e.g., new product launches, workflow updates, policy changes) by ensuring structured training, readiness, and adoption across teams

Requirements:

• 5+ years of experience in training, quality assurance, customer experience, or service operations, with increasing scope in complex, scaled environments
• 3+ years of leadership experience, including managing individual contributors or senior ICs
• Proven experience building and scaling training programs and QA frameworks across distributed teams, including BPO environments
• Strong understanding of quality assurance methodologies, calibration processes, and performance management in customer support or patient experience settings
• Experience supporting omnichannel environments (e.g., chat, messaging, email, voice) with a focus on consistency and quality across channels
• Strong data fluency, with experience analyzing QA results, performance trends, and learning outcomes to drive business decisions
• Hands-on experience with CRM and support tooling (e.g., Zendesk), as well as familiarity with QA platforms, LMS tools, and AI-enabled solutions
• Demonstrated ability to influence cross-functional stakeholders and translate business needs into scalable training and quality programs
• Experience working in fast-paced, high-growth environments, with the ability to balance strategic thinking and execution