Manager, Member Experience Operations - Remote

Overview

As a Member Experience Operations Manager at Ro, you will lead a team focused on enhancing patient care through effective management of customer experience operations.

In Short

• Lead and support a team of Customer Experience Leads and Coordinators.
• Focus on performance, consistency, and growth across BPO and offshore partners.
• Design and implement scalable workflows and SOPs.
• Collaborate with BPO leaders for accountability and quality assurance.
• Analyze performance data to identify trends and risks.
• Use tools like Zendesk to streamline operations.
• Champion the voice of the patient across teams.
• Lead change management efforts for distributed teams.
• Foster a high-trust, performance-driven culture.
• Ensure a supportive environment for frontline teams.

Requirements

• 5+ years in customer support or service operations.
• 2+ years managing BPO/offshore support partners.
• 1+ year of people management experience.
• Experience with CRM or customer communications platforms.
• Strong data fluency and analytical skills.
• Experience in implementing standardized workflows.
• Excellent collaboration and communication skills.
• Able to thrive in fast-paced environments.

Benefits

• Full medical, dental, and vision insurance.
• Healthcare and Dependent Care FSA.
• 401(k) with company match.
• Flexible PTO.
• Wellbeing and learning reimbursements.
• Paid parental leave and fertility benefits.
• Pet insurance.
• Student loan refinancing.
• Virtual resources for mindfulness and fitness.