Job Description
Lead, coach, and develop a group of CX Leaders who manage frontline teams - with a particular focus on performance, consistency, and growth across our BPO and offshore partners. Own team performance, health, and staffing alignment across all support sites - ensuring BPO teams are set up for success and operating to Ro’s standards. Design and implement scalable workflows, SOPs, and knowledge tools that ensure consistent, high-quality support across internal and external teams.
Partner closely with BPO leaders to drive accountability, calibrate on coaching and QA expectations, and embed a culture of continuous improvement. Champion the voice of the patient by partnering with Product, Pharmacy, and Engineering teams to surface insights and improve the end-to-end experience. Implement structured rollout plans, documentation, training, and coaching to drive adoption across distributed teams. Foster a high-trust, performance-driven culture where frontline teams feel supported, empowered, and deeply connected to Ro’s mission.
About Ro
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.