Ro
Ro's mission is to be a patient's first call for all of their healthcare needs.
New York, NY

Member Experience Lead - New York, NY

| Greater NYC Area
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About Ro
Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high-quality, affordable healthcare without the need for insurance. Since 2017, Ro has facilitated more than six million digital healthcare visits in nearly every county in the United States, including 98% of primary care deserts. Visit Ro.co for more information.
Ro was named #2 in Wellness on Fast Company’s 2019 list of the World’s Most Innovative Companies, listed by Inc. Magazine as a Best Place to Work in 2020, and earned its Great Place to Work Certification in 2020.

As part of the Member Experience Operations team, you will be responsible for motivating your team of Member Experience Coordinators to deliver their best performance, ensuring best-in-class customer service for our members. You have a passion for customer service and have a hunger for developing team members while continuously driving quality, efficiency, and operational excellence. You love working with people and have the energy and charisma to create an engaging work environment. You are driven by process improvement and always look “under the rock” to find innovative ways to improve the experience of our members and coordinators.

As a Member Experience Lead, you will be responsible for managing the day-to-day operation of Ro’s customer service team, acting as a resource for coordinators as they respond to member requests through phone/email/SMS, and identifying areas of opportunity to improve the member experience.

What You'll Do:

  • Manage daily Member Experience Team operations: monitor and adapt to SLAs, make staffing adjustments as needed, and identify and surface member trends
  • Conduct monthly performance reviews of coordinators on your team 
  • Assist in professional development of coordinators by identifying strengths and areas for improvement, as well as helping to identify their professional interests 
  • Identify and surface team-wide opportunities for new training or improved processes 
  • Contribute to operational and quality related projects for the Member Experience Team

What You'll Bring to the Team:

  • 2+ years experience in a customer-facing role and a passion for customer service
  • Previous experience managing a team
  • Well-organized
  • Performs well under pressure and adapts easily to changing operational challenges
  • Enjoys working in a fast-paced environment 
  • Has an eye for identifying areas for process improvement
  • Interest in people management and development
  • Must have experience with Zendesk
  • Availability to work 10-6PM EST with flexibility to work 1-9PM EST

Benefits + Perks:

  • Full medical, dental, and vision insurance + OneMedical membership
  • Healthcare and Dependent Care FSA
  • Commuter benefits
  • 401(k)
  • Flexible PTO
  • Fitness reimbursement
  • Paid maternity/parental leave

We welcome qualified candidates of all races, creeds, genders, and sexuality to apply.

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Where we are

Ro is located in the heart of Flatiron district at the corner of 23rd and 6th.

Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • LookerLanguages
    • ReactLibraries
    • DjangoFrameworks
    • PostgreSQLDatabases
    • AsanaManagement
    • JIRAManagement
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What are Ro Perks + Benefits

Ro Benefits Overview

Ro provides holistic employee benefits that allow Ro’ers to live their best lives and do their best work. Ro is focused on creating a supportive, equitable, and enjoyable experience for employees from its onboarding programs, to performance and compensation practices, to parental leave policies, health benefits offerings and beyond.

Culture
Volunteer in local community
Ro offers employees two paid volunteer days per year of the employee’s choice
Partners with Nonprofits
Ro Coffee Chats program to mentor BIPOC students in partnership with local organizations and universities. Ro also partners with the NY Fund for Public Health & All Star Codes
Friends outside of work
Eat lunch together
Intracompany committees
Ro has a Diversity, Equity, and Inclusion (DEI) Council made up of employees and leadership from across the company
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Ro hosts recurring diversity, equity and inclusion trainings for its employees and the providers delivering care on its telehealth platform, covering topics such as racism in healthcare, unconscious b
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Ro supports and funds Employee Resource Groups, including: Asians of Ro, Black at Ro, LatinX at Ro, and Ro Pride to foster inclusion and allyship within Ro and the external community
Hiring Practices that Promote Diversity
Ro has designed and implemented a DEI hiring plan, with a special focus on the rapidly growing tech and engineering teams.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend

Additional Perks + Benefits

Ro is always listening to its employees to learn how to best improve or expand on its benefits programs, company practices, professional development, and community initiatives. Employee feedback has shaped many of the benefits, such the company’s remote work policies, wellbeing perks and CSR program.

An Insider's view of Ro

What does your typical day look like?

My day involves a lot of interactions with different teams to communicate and align on the ‘why’ behind the decisions we make as well as leading the work of the product design team — it’s full of constant decision making and communication throughout the day.

Pacssu Park

Director of Product Design

What is your vision for the company?

Ultimately, we aspire to be your first call — to either handle everything you need from beginning to end or to guide you throughout your journey when you’re better served by others. We see a world in which patients are in complete control of their care. A world in which physicians, nurses, and pharmacists are empowered, not replaced by technology.

RSZ

Founders

Jobs at Ro
23

All Jobs
All Jobs
Design + UX
Dev + Engineer
HR + Recruiting
Marketing
Operations
Product
Project Mgmt
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Marketing Manager, Insights

Ro
Greater NYC Area
1 day ago
+49
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Senior Director of Clinical Experience, Skincare

Ro
Remote
2 days ago
+49
As the Director of Clinical Experience: Skincare, you will be the Clinical representative on a cross-functional team that creates and optimizes the best-in-class digital clinical patient experience for skincare on our platform. You will work with product managers, designers, marketing professionals, and others to create the best, personalized skincare experience. You’ll use your medical knowledge, research skills, and understanding of skin physiology to harness the power of technology to help patients achieve their desired health outcomes. You will collaborate with stakeholders on other teams, including Medical Operations, Clinical Research, Quality & Safety, Growth, and Marketing to provide the safest, most enjoyable healthcare user experience.

Senior Product Designer (Multiple Openings)

Ro
Greater NYC Area
2 days ago
+49
We’re looking for a multi-disciplinary designer and a strong collaborator, who’s passionate about telehealth space. You’ll be an integral part of the entire product development process working closely with Product Managers and Engineers, from research and ideation through delivery and iteration. You will bring a strong mix of design leadership, user-centric problem solving, innovative product insights, and UX expertise to the teams. In collaboration with stakeholders across medical, legal, marketing, operations, your work will impact the lives of our members all across the country.

Group Product Manager, Growth

Ro
Greater NYC Area
2 days ago
+49
We are looking for a strategic product thinker to manage a team of product managers, who are focused on accelerating Ro’s business growth. You will own a significant part of the patient journey to drive member engagement and retention. Reporting to the Director of Product for the Patient Experience team, you will partner closely with leaders across Tech, Growth Marketing, Brand Marketing, Finance, and Clinical to define the future of Ro’s patient-facing experience.

Senior Compensation Manager

Ro
Greater NYC Area
2 days ago
+49
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Outreach Coordinator

Ro
Remote
3 days ago
+49
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Senior Designer, Physical Products & Packaging

Ro
Greater NYC Area
3 days ago
+49
This is a hands-on design role. Your initial focus will be on the end-to-end execution of OTC products and associated packaging, such as: primary and secondary containers including boxes, sachets and bottles; labels; informational inserts; usage guides; promotional items and more. You’ll work closely with a cross-functional team to bring them to market through new product launches and product line extensions. You’ll work on progressively optimizing existing products by considering all of the users in the fulfillment chain, including: our members, our supply chain operations, our manufacturers. You’ll use your expertise to drive towards business and cost objectives without compromising the overall user experience.

Member Experience Coordinator - Part-Time - New York, NY

Ro
Greater NYC Area
4 days ago
+49
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Director of Product Design, Patient Care

Ro
Greater NYC Area
4 days ago
+49
We are looking for a Director of Product Design to lead the vision, execution and optimization of delivering best-in-class care. You'll be accountable for Ro's patient-to-care-provider and provider-to-provider touchpoints, focused on areas such as: queuing and communications (video/chat), medical diagnostics and alerting, as well feature builds that enable new product launches. As a leader within the broader Design team at Ro, you'll report directly to the VP, Design and work closely with other Directors to strengthen design processes and culture, and promote design thinking in every area of our organization.

CRM Manager

Ro
Greater NYC Area
4 days ago
+49
The CRM Manager role will play a vital role in the ideation and execution of programs aimed at improving held resolution for our members, supporting the rollout of complex conditions, and enabling CRM support for our Ro Pharmacy business line.  Reporting to the Senior Director of CRM, the CRM Manager will be responsible for the implementation and analysis of Ro's cross-channel marketing campaigns. The ideal candidate is a thought partner for innovative use of testing, technology, data, and insights to drive campaign efficiency and effectiveness. They will help to translate these ideas into action through organization, orchestration, and collaboration with the right team and tools to make it happen. The position collaborates with all parts of the business to create and execute CRM strategies that move business metrics.

Director of Pharmacy Operations

Ro
Greater NYC Area
5 days ago
+49
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Member Experience Lead - New York, NY

Ro
Greater NYC Area
5 days ago
+49
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Internal Communications Director

Ro
Greater NYC Area
5 days ago
+49
We’re looking for a talented and creative internal comms expert to join our team! In this role, you will help us design and execute engaging internal communications programs across our growing, fast-paced company. The ideal candidate has proven experience leading communications strategy around culture, day-to-day people matters, mission, vision and business strategy, recruiting and employer branding, organizational change and crisis, and has a track record of doing so with a little magic, elevating day to day communications and big team moments alike.

Growth Analyst, Paid Social

Ro
Greater NYC Area
5 days ago
+49
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Group Product Manager, Insights

Ro
Greater NYC Area
5 days ago
+49
We are looking for a highly strategic, analytical product leader to lead a team focusing on enabling high-quality healthcare through the smart use of data. You’ll own the strategy for how Ro can deliver highly relevant, safe, patient-centric care while establishing a common data and insights platform that sets other teams up for success as well. Reporting to the Director of Product for the Patient Care team, you will also be responsible for mentoring -- and in the near term managing -- a small team of talented product managers, while partnering closely with leaders across Tech, Clinical, Operations, Data, and Legal.

Recruiter

Ro
Remote
6 days ago
+49
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Group Product Manager, New Initiatives

Ro
Greater NYC Area
6 days ago
+49
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Director, Offline Marketing

Ro
Greater NYC Area
1 week ago
+49
Reporting to the VP, Growth, this individual will be responsible for driving performance across these key top-of-funnel channels. They will be a senior partner and driving force behind the continued evolution and improvement of our creative, working in tight coordination with our Marketing team to ensure that creative hits the mark from both a brand and performance perspective. They will maintain and develop key external relationships with agencies and marketing partners and will constantly survey the landscape for new partners, services and tools that may enhance our campaign efforts. 

Senior Clinical Marketing Manager

Ro
Remote
1 week ago
+49
As a Senior Clinical Marketing Manager, you’ll bridge the gap between Ro’s Clinical Team and Marketing Team. Working together with copywriters, designers, and marketing strategists, you’ll be involved in meetings to contribute to our positioning and messaging for new condition launches, special promotions, and advertising campaigns. Your role? To bring the clinical perspective to the table and ensure Ro’s high standards for medical accuracy are met in every project. Then, when the time comes for assets to “go live,” you’ll help serve as one-half of Ro’s unique medical/legal review process of public-facing materials.

Senior Digital Brand Designer

Ro
Greater NYC Area
1 week ago
+49
As a Senior Brand Designer, you will be part of the Marketing organization and collaborate with partners across Growth, product and legal to tell the story of our company, products and services in a visually compelling way. You will develop creative assets that are optimized for conversion and maintain our high brand standards to illustrate how Ro can help patients on their health journey.Reporting into our Group Manager Brand Design, you'll work with the Brand Design team to maintain, build, and evolve Ro’s broader portfolio of brands. 

Director, Brand Design

Ro
Greater NYC Area
1 week ago
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Engineering Manager, Patient Care

Ro
Greater NYC Area
1 week ago
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Director of Infrastructure

Ro
Greater NYC Area
1 week ago
Lead engineering teams to improve and consistently deliver software within the Infrastructure team. Influence change and deliver sustainable technical and architectural decisions to improve efficiencies across the board. Build a strong foundational relationship within and across teams, leading by example and embodying Ro’s core values of relentlessness, empathy, curiosity, effectiveness, and magic. Act as a bridge between other squads and departments such as Product, Design, Data, Finance, and Security. Advocate for technical engineering excellence and guide career growth development for team members.