Our mission is to revolutionize healthcare by building accessible, impactful, and trusted care that people want.
Manager, Training & Quality Assurance - Customer Experience
Location
Indiana + 1 moreAll locations: Indiana | New York
Posted
29 days ago
Salary
$106.3K - $128K / year
Seniority
Senior
Job Description
Manager, Training & Quality Assurance - Customer Experience
Ro
Ro is a direct-to-patient healthcare company with a mission of helping patients achieve their health goals by delivering the easiest, most effective care possible. Ro is the only company to offer nationwide telehealth, labs, and pharmacy services. This is enabled by Ro's vertically integrated platform that helps patients achieve their goals through a convenient, end-to-end healthcare 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 United States, including 99% of primary care deserts. Ro is consistently recognized as a top workplace in Health Care, in New York, and for Women and Parents—earning more than 20 honors from Fortune, Great Place to Work, and PEOPLE since 2021. In 2025 alone, we ranked top 5 among medium workplaces in Health Care and New York, and top 50 nationwide. At Ro, the care experience is at the heart of how we build trust with our patients. Every conversation, every resolved issue, and every moment of support shapes how people experience their healthcare - often during moments when they need it most. As the Manager of Training & Quality Assurance, you will define and lead the strategy for how we enable high-quality, consistent, and scalable support across Ro’s non-clinical Member Experience organization. This includes both our onshore (U.S.-based) teams and our BPO partners. In this role, you will own the end-to-end learning ecosystem and quality 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 quality, while building training programs that evolve alongside our products, policies, and patient needs. You will partner closely with Operations, Product, Quality & Safety, Legal, and BPO leadership to ensure alignment between training, quality standards, and the broader care experience. Your work will directly influence how we measure performance, coach teams, and continuously improve the patient journey. This is a highly cross-functional and strategic role, focused on building scalable systems for learning, performance, and quality that support a growing, distributed care organization. This role is a people manager role with direct oversight of QA and training team members (including QA associates and team leadership), while also owning the broader training and QA roadmap. Success 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 Quality Assurance strategy for Ro’s non-clinical Member Experience organization across both onshore and BPO teams - Design and implement scalable onboarding programs, including curriculum development, certification frameworks, and role-based learning paths for new hires - Build and evolve continuous learning programs to support ongoing development, product education, policy updates, and performance improvement - Define and operationalize a centralized QA framework across all support channels (e.g., messaging, email, voice), including scorecards, audit methodologies, and calibration processes - Establish clear quality standards and ensure consistent application across internal teams and BPO partners - Partner with Operations and frontline leadership to translate QA insights into targeted coaching, training interventions, and performance improvements - Develop feedback loops between QA, training, and operations to identify systemic gaps and drive continuous improvement initiatives - Leverage data to identify trends in quality, knowledge gaps, and performance drivers, and translate insights into actionable programs - Partner cross-functionally with Product, Engineering, Legal, and Quality & Safety to ensure training and QA frameworks reflect current workflows, policies, and compliance requirements - Serve as the primary point of contact for QA and training across BPO partners, ensuring alignment to Ro standards and consistency in patient experience - Lead vendor calibration sessions, quality reviews, and training audits to maintain high performance across outsourced teams Introduce and scale 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 structured training, readiness, and adoption across teams What You’ll Bring to the Team: - 5+ years of experience in training, quality assurance, customer experience, or service operations, with increasing scope in complex, 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 quality 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 focus on consistency and quality across channels - Strong data fluency, with experience analyzing QA results, performance trends, and learning outcomes to drive business decisions - Hands-on experience with CRM and support tooling (e.g., Zendesk), as well as familiarity with QA platforms, LMS tools, and AI-enabled solutions - Demonstrated ability to influence cross-functional stakeholders and translate business needs into scalable training and quality programs - Experience working in fast-paced, high-growth environments, with the ability to balance strategic thinking and execution We've Got You Covered: - Full medical, dental, and vision insurance + OneMedical membership - Healthcare and Dependent Care FSA - 401(k) with company match - Flexible PTO - Wellbeing + Learning & Growth reimbursements - Paid parental leave + Fertility benefits - Pet insurance - Student loan refinancing - Virtual resources for mindfulness, counseling, and fitness We welcome qualified candidates of all races, creeds, genders, and sexuality to apply. The target base salary for this position ranges from $106,300 - $128,000, in addition to a competitive equity and benefits package (as applicable). When determining compensation, we analyze and carefully consider several factors, including location, job-related 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 anywhere in the United States. For our Ro’ers in the tri-state (NY) area, you will join us at HQ on Tuesdays and Thursdays. For those outside of the tri-state area, you will be able to join in-person collaborations throughout the year (i.e., during team on-sites). At Ro, we believe that our diverse perspectives are our biggest strengths — and that embracing them will create real change in healthcare. As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, 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 qualified 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 Privacy Policy here.
Benefits
- 401(K), 401(K) matching, Adoption Assistance, Commuter benefits, Company equity, Company-sponsored outings, Continuing education stipend, Dedicated diversity and inclusion staff, Dental insurance, Disability insurance, Diversity manifesto, Volunteer in local community, Family medical leave, Fitness stipend, Flexible Spending Account (FSA), Flexible work schedule, Generous parental leave, Generous PTO, Company-sponsored happy hours, Health insurance, Highly diverse management team, Open door policy, Life insurance, Charitable contribution matching, Mean gender pay gap below 10%, Paid volunteer time, Open office floor plan, Paid holidays, Paid sick days, Partners with nonprofits, Pet friendly, Pet insurance, Promote from within, Remote work program, Return-to-work program post parental leave, Free snacks and drinks, Team based strategic planning, Mandated unconscious bias training, Unlimited vacation policy, Vision insurance, Wellness programs, Some meals provided, Mental health benefits, Diversity employee resource groups, Hiring practices that promote diversity, Fertility benefits, Employee resource groups, Employee-led culture committees, Transgender health care benefits, Abortion travel benefits, Mother's room, Flexible time off, Bereavement leave benefits, Company-wide vacation
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