Associate Director, Customer Experience Operations

📋 Description

• Own the end-to-end performance of Ro’s outsourced Member Experience operations across multiple BPO
• Lead, coach, and develop senior CX Leaders within BPO environments, setting clear expectations for
• Establish and evolve the operating model for outsourced, omnichannel support, including performance
• Serve as the primary partner to BPO leadership teams, driving accountability through clear goals
• Design and implement scalable workflows, SOPs, and knowledge tools that enable consistent
• Partner closely with QA, Capacity Planning, and Strategy to identify systemic performance gaps and

🎯 Requirements

• 5+ years of experience in customer support, patient experience, or service operations, with
• 3+ years of direct ownership of BPO or offshore operations (required), including managing
• 3–5+ years of people leadership experience, including leading managers or senior leaders, with a
• Experience owning omnichannel support operations (e.g., chat, messaging, email, voice) and driving
• Hands-on familiarity with CRM and customer communications platforms (e.g., Zendesk), including
• Strong data fluency, with demonstrated experience analyzing performance across volume, quality

🎁 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