Director, Outsourced Customer Experience Operations

Dadi Inc (acquired by Ro); New York (NY); Hybrid; USD 152,000 - 175,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Flexible PTO

Wellbeing + Learning reimbursements

Parental leave and fertility benefits

Pet insurance

Student loan refinancing

Mindfulness resources

Job summary

Ro is seeking an Associate Director of Customer Experience to own the performance and evolution of outsourced Member Experience operations. You will lead senior CX Leaders across multiple BPO sites, set operating rhythms, and ensure adherence to Ro’s standards at scale, across channels and locations.

You will drive data-informed interventions, partner with QA, Capacity Planning, and Strategy, and leverage CRM tools to improve efficiency without losing the human connection.

Qualifications

• 5+ years of experience in customer support, patient experience, or service operations in scaled environments.
• 3+ years of ownership of BPO or offshore operations across sites/vendors.
• 3–5+ years of people leadership, managing managers or senior leaders.
• Experience owning omnichannel support operations and driving consistency at scale.
• Hands-on familiarity with CRM platforms including automation and AI-enabled workflows.

Responsibilities

• Own end-to-end performance of Ro’s outsourced Member Experience across multiple BPO partners and channels.
• Lead, coach, and develop senior CX Leaders within BPO environments.
• Establish operating model for outsourced omnichannel support with clear accountability.
• Partner with BPO leadership to drive accountability and continuous improvement.
• Design scalable workflows, SOPs, and knowledge tools for external teams.
• Analyze performance data by channel/site and drive data-driven interventions.
• Leverage Zendesk and AI-enabled workflows to streamline operations while preserving the human touch.
• Champion patient voice and translate insights into product/engineering recommendations.
• Lead large-scale change management across partners with training and rollout plans.
• Foster a high-trust, performance-driven culture within outsourced teams.

Skills

Customer experience

BPO management

People leadership

Omnichannel operations

Data analysis

CRM tooling

Tools

Zendesk

Automation

AI workflows

Job description

Ro is seeking an Associate Director of Customer Experience to own the performance and evolution of outsourced Member Experience operations. You will lead senior CX Leaders across multiple BPO sites, set operating rhythms, and ensure adherence to Ro’s standards at scale, across channels and locations.

You will drive data-informed interventions, partner with QA, Capacity Planning, and Strategy, and leverage CRM tools to improve efficiency without losing the human connection.