Associate Director, Customer Experience Operations
New
R
RoHealthcare
New York, NY or RemoteFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisChange ManagementZendeskProcess improvement
Requirements
- 5+ years of experience in customer support, patient experience, or service operations.
- 3+ years of direct ownership of BPO or offshore operations.
- 3–5+ years of people leadership experience, including leading managers or senior leaders.
- Experience owning omnichannel support operations (chat, messaging, email, voice).
- Hands-on familiarity with CRM and customer communications platforms (e.g., Zendesk).
- Experience with automation, macros, and AI-enabled workflows.
- Strong data fluency with experience analyzing performance volume, quality, and satisfaction metrics.
- Proven ability to design and implement standardized workflows and SOPs.
- Strong cross-functional collaboration and communication skills.
- Ability to influence stakeholders across Product, Engineering, Pharmacy, QA, and Strategy.
- Comfort operating in a fast-paced, high-growth environment.
Responsibilities
- 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.
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