Lead, Outsourced Customer Experience Ops

Roman Health Pharmacy LLC; New York (NY); Hybrid; USD 152,000 - 175,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

OneMedical membership

401(k) with company match

Flexible PTO

Wellbeing reimbursements

Paid parental leave

Fertility benefits

Pet insurance

Student loan refinancing

Mindfulness resources

Job summary

Ro is seeking an Associate Director of Customer Experience to oversee outsourced Member Experience operations with multiple BPO partners nationwide. You’ll lead senior CX leaders, shape the operating model for omnichannel support, and drive continuous improvement across channels, sites, and vendors.

You will design scalable workflows, analyze performance data, and collaborate with Product, Pharmacy, and Engineering to enhance the patient journey while maintaining a human-centered approach.

Qualifications

• 5+ years of experience in customer support, patient experience, or service operations, with increasing scope and ownership in complex, scaled environments.
• 3+ years of direct ownership of BPO or offshore operations (required), including managing performance across multiple sites and/or vendors.
• 3–5+ years of people leadership experience, including leading managers or senior leaders, with a strong track record of developing high-performing teams.
• Experience owning omnichannel support operations (e.g., chat, messaging, email, voice) and driving consistency across channels at scale.
• Hands-on familiarity with CRM and customer communications platforms (e.g., Zendesk), including automation, macros, and AI-enabled workflows - with the ability to partner effectively on tooling strategy and adoption.
• Strong data fluency, with demonstrated experience analyzing performance across volume, quality, satisfaction, and efficiency, and translating insights into operational action.

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, setting clear expectations for performance, consistency, and growth.
• Establish and evolve the operating model for outsourced, omnichannel support, including performance frameworks, staffing alignment, escalation paths, and operating rhythms.
• Serve as the primary partner to BPO leadership teams, driving accountability through clear goals, calibrated coaching and QA expectations, and a culture of continuous improvement.
• Design and implement scalable workflows, SOPs, and knowledge tools that enable consistent, high-quality support across all external teams and channels.
• Partner closely with QA, Capacity Planning, and Strategy to identify systemic performance gaps and lead targeted, data-driven interventions across sites, vendors, and channels.
• Leverage tools such as Zendesk, AI-enabled workflows, macros, automations, and chatbots to streamline operations, improve efficiency, and enhance the patient experience without losing the human touch.
• Regularly analyze performance data across volume, quality, satisfaction, and efficiency — by channel and site - proactively identifying trends, risks, and opportunities for improvement.
• Champion the voice of the patient by translating frontline and performance insights into clear recommendations for Product, Pharmacy, and Engineering partners to improve the end-to-end, omnichannel experience.
• Lead large-scale change management efforts across BPO partners, including structured rollout plans, documentation, training, and reinforcement to ensure adoption and sustained impact.
• Build and sustain a high-trust, performance-driven culture within outsourced teams, where leaders and frontline agents feel supported, empowered, and connected to Ro’s mission

Skills

BPO operations leadership

Omnichannel support

People leadership

Data-driven decision making

Cross-functional collaboration

Operational excellence

Process improvement

Coaching senior CX leaders

Tools

Zendesk

Automation tools

Macros

AI-enabled workflows

Job description

Ro is seeking an Associate Director of Customer Experience to oversee outsourced Member Experience operations with multiple BPO partners nationwide. You’ll lead senior CX leaders, shape the operating model for omnichannel support, and drive continuous improvement across channels, sites, and vendors.

You will design scalable workflows, analyze performance data, and collaborate with Product, Pharmacy, and Engineering to enhance the patient journey while maintaining a human-centered approach.