Associate Director, Customer Experience Operations

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 in nearly every single county in the United States, including 99% of primary care deserts. Ro is consistently recognized as a top workplace in Health Care, in New York, and for Women and Parents—earning more than 20 honors from Fortune, Great Place to Work, and PEOPLE since 2021. In 2025 alone, we ranked top 5 among medium workplaces in Health Care and New York, and top 50 nationwide. At Ro, the care experience is at the heart of how we build trust with our patients. Every conversation, every resolved issue, and every moment of support shapes how people experience their healthcare - often during moments when they need it most. As the Associate Director of Customer Experience Operations, you’ll lead and evolve Ro’s onshore Member Experience organization, guiding the strategy and performance of a ~100+ person US-based care team that supports patients across messaging, email, and voice. You’ll do this by leading a strong bench of frontline leaders who support teams of coordinators, senior coordinators, and quality specialists. Your focus will be on building leadership capability, strengthening operational systems, and ensuring our care teams are set up to deliver thoughtful, high-quality support at scale. You’ll play a central role in shaping how care works at Ro. Our Member Experience team sits at the intersection of patients, product, and operations - which means the insights from our frontline teams often become the catalyst for meaningful improvements across the company. You’ll help ensure those insights are heard and turned into action. You’ll partner closely with Product, Engineering, Legal, Quality & Safety, Operations Strategy, and Information Security to improve systems, workflows, and policies that impact the patient journey. Your work will help ensure that the care experience isn’t just reactive - it’s thoughtful, scalable, and continuously improving. You’ll also help us build the operating systems behind great care: strong leadership development, clear performance frameworks, scalable processes, and tools that make our teams more effective. That includes leveraging CRM platforms, automation, and emerging AI capabilities in ways that enhance our support without losing the empathy and human connection that defines the Ro experience. Ultimately, this role is about building an organization where great care can scale - where teams feel supported, leaders grow, and patients consistently receive the thoughtful, high-quality experience they deserve.