Associate Director, Customer Experience Operations at Ro

You're a seasoned leader with at least 5 years in customer support or service operations, including 3+ years managing customer experience teams and 3-5 years leading managers or senior leaders, comfortable with omnichannel support. **What makes it worth a look...** This fully remote Associate Director role at Ro, a direct-to-patient healthcare company, offers the chance to lead a ~100+ person Member Experience team across messaging, email, and voice. You'll shape operational strategy, develop leadership, and have a direct impact on patient care by translating frontline insights into company-wide improvements. **You might be a good fit if you...** * Own omnichannel support operations and drive consistency across channels at scale. * Have hands-on familiarity with CRM and customer communications platforms like Zendesk, including automation and AI workflows. * Can analyze performance data (volume, quality, satisfaction, efficiency) and translate insights into action. * Are comfortable designing and implementing standardized workflows and SOPs.