Director, Outsourced Customer Experience Operations

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.