- Own the end-to-end performance of Ro’s outsourced Member Experience operations across multiple BPO partners, sites, and support channels.
- Lead, coach, and develop senior CX Leaders within BPO environments.
- Establish and evolve the operating model for outsourced, omnichannel support.
- Serve as the primary partner to BPO leadership teams, driving accountability through clear goals and calibrated coaching.
- Design and implement scalable workflows, SOPs, and knowledge tools.
- Partner closely with QA, Capacity Planning, and Strategy to identify systemic performance gaps and lead targeted interventions.
- Leverage tools such as Zendesk, AI-enabled workflows, macros, and automations to streamline operations.
- Analyze performance data across volume, quality, satisfaction, and efficiency to proactively identify trends and risks.
- Translate frontline insights into clear recommendations for Product, Pharmacy, and Engineering partners.
- Lead large-scale change management efforts across BPO partners to ensure sustained impact.
Data AnalysisProcess improvementChange Management+1 more