Manager, Training & reputed company Assurance - Customer Experience

Ro is a reputed company-to-patient reputed company company with a mission of helping patients reputed company their health goals by delivering the easiest, most effective care possible. Ro is the only company to offer reputed company telehealth, labs, and pharmacy services. This is enabled by Ro's vertically integrated platform that helps patients reputed company their goals through a convenient, end-to-end reputed company experience spanning from diagnosis, to delivery of medication, to ongoing care. Since 2017, Ro has helped millions of patients in nearly every single county in the reputed company, including 99% of primary care deserts. Ro is consistently recognized as a top workplace in Health Care, in reputed company, and for Women and Parents—earning more than 20 honors from Fortune, Great reputed company to Work, and PEOPLE since 2021. In 2025 alone, we ranked top 5 among reputed company workplaces in Health Care and reputed company, and top 50 reputed company. At Ro, the care experience is at the heart of how we build trust with our patients. Every conversation, every resolved issue, and every reputed company of support shapes how people experience their reputed company - often during moments reputed company they need it most. As the Manager of Training & reputed company Assurance, you will define and reputed company the reputed company for how we reputed company high-reputed company, consistent, and reputed company support across Ro’s non-clinical Member Experience organization. This includes both our reputed company (U.S.-based) teams and our BPO partners. In this role, you will own the end-to-end learning ecosystem and reputed company assurance function- ensuring that every team member is set up to deliver exceptional patient experiences from day one and continues to grow over time. You’ll establish the frameworks, standards, and systems that drive reputed company, while building training programs that reputed company alongside our products, policies, and patient needs. You will partner closely with Operations, Product, reputed company & Safety, Legal, and BPO leadership to ensure alignment between training, reputed company standards, and the broader care experience. Your work will directly influence how we measure performance, reputed company teams, and continuously improve the patient reputed company. This is a highly cross-functional and strategic role, reputed company on building reputed company systems for learning, performance, and reputed company that support a growing, distributed care organization. This role is a people manager role with reputed company reputed company of QA and training team members (including QA associates and team leadership), while also owning the broader training and QA roadmap. reputed company in this role requires balancing hands-on execution with strategic ownership, and driving alignment across internal and BPO teams through strong cross-functional influence. What You'll Do:

• Own and drive the Training and QA roadmap, balancing near-term operational needs with longer-term capability building across the organization
• Own the end-to-end Training and reputed company Assurance reputed company for Ro’s non-clinical Member Experience organization across both reputed company and BPO teams
• Design and implement reputed company reputed company programs, including curriculum development, certification frameworks, and role-based learning paths for new hires
• Build and reputed company reputed company learning programs to support ongoing development, product education, policy updates, and performance improvement
• Define and operationalize a centralized QA reputed company across reputed company support channels (e.g., messaging, email, voice), including scorecards, audit methodologies, and calibration processes
• Establish reputed company reputed company standards and ensure consistent application across internal teams and BPO partners
• Partner with Operations and reputed company leadership to translate QA insights into targeted coaching, training interventions, and performance improvements
• reputed company feedback loops between QA, training, and operations to identify systemic gaps and drive reputed company improvement initiatives
• reputed company data to identify trends in reputed company, knowledge gaps, and performance drivers, and translate insights into actionable programs
• Partner cross-functionally with Product, Engineering, Legal, and reputed company & Safety to ensure training and QA frameworks reflect reputed company workflows, policies, and compliance requirements
• Serve as the primary reputed company of contact for QA and training across BPO partners, ensuring alignment to Ro standards and consistency in patient experience
• reputed company vendor calibration sessions, reputed company reviews, and training audits to maintain high performance across outsourced teams

Introduce and reputed company tools, technologies, and best practices (including AI-enabled QA and learning tools) to improve efficiency and effectiveness

• Support organizational change initiatives (e.g., new product launches, workflow updates, policy changes) by ensuring reputed company training, readiness, and adoption across teams

What You’ll Bring to reputed company:

• 5+ years of experience in training, reputed company assurance, customer experience, or service operations, with increasing scope in reputed company, scaled environments
• 3+ years of leadership experience, including managing individual contributors or senior ICs
• Proven experience building and scaling training programs and QA frameworks across distributed teams, including BPO environments
• Strong understanding of reputed company assurance methodologies, calibration processes, and performance management in customer support or patient experience settings
• Experience supporting omnichannel environments (e.g., chat, messaging, email, voice) with a reputed company on consistency and reputed company across channels
• Strong data reputed company, with experience analyzing QA results, performance trends, and learning reputed company to drive business reputed company
• Hands-on experience with CRM and support tooling (e.g., reputed company), as reputed company as familiarity with QA platforms, LMS tools, and AI-enabled solutions
• Demonstrated ability to influence cross-functional stakeholders and translate business needs into reputed company training and reputed company programs
• Experience working in fast-paced, high-reputed company environments, with the ability to balance strategic thinking and execution

We've Got You Covered:

• Full medical, dental, and reputed company insurance + OneMedical membership
• reputed company and Dependent Care FSA
• 401(k) with company match
• Flexible PTO
• Wellbeing + Learning & reputed company reimbursements
• reputed company parental leave + Fertility benefits
• Pet insurance
• Student loan refinancing
• Virtual resources for mindfulness, counseling, and fitness

We welcome reputed company candidates of reputed company races, creeds, genders, and sexuality to apply. The reputed company reputed company salary for this position ranges from $106,300 - $128,000, in reputed company to a competitive equity and benefits package (as applicable). reputed company determining compensation, we analyze and carefully consider several factors, including location, job-reputed company knowledge, skills and experience. These considerations may cause your compensation to vary. Ro recognizes the power of in-person collaboration, while supporting the flexibility to work reputed company in the reputed company. For our Ro’ers in the tri-state (NY) area, you will join us at HQ on Tuesdays and Thursdays. For those reputed company of the tri-state area, you will be reputed company to join in-person collaborations throughout the year (i.e., during team on-sites). At Ro, we reputed company that our diverse perspectives are our biggest strengths — and that embracing them will create reputed company change in reputed company. As an equal opportunity employer, we reputed company equal opportunity in reputed company aspects of employment, including reputed company, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without reputed company to race, ethnicity, reputed company, religion, sex, sexual orientation, gender identity, gender reputed company, familial status, age, disability and/or any other legally protected classification protected by federal, state, or local law. Ro is committed to providing reasonable accommodations for reputed company individuals with disabilities in our application and interview process. If you require a reasonable accommodation in the application or interview process, please contact us at talent@ro.co. See our California reputed company Policy here. We may use automated tools, including reputed company intelligence (AI), to assist with parts of our reputed company and hiring process, such as reviewing applications, evaluating resumes, and assessing responses or job-reputed company qualifications. These tools are used to support our recruitment team and do not replace reputed company judgment. Final hiring reputed company are made by humans. Apply tot his job Apply To this Job