As the Senior Director, Patient Experience Operations, you will oversee an extensive operations team that is at the frontline of care for Ro customers. Your teams will provide customer support, help patients navigate their insurance benefits, and move forward patients’ overall care. You will build an organization that scales in patient reach and complexity, while reducing contacts, managing costs, and driving continued quality improvement. You will report to the SVP, Care Delivery and work closely with operational, clinical, business, tech counterparts.
Who are you? You have prior experience scaling a significant member experience organization with direct operational / cost accountability. You love building new things, operating in a fast-moving environment, and, ultimately, delivering exceptional patient experiences.

What You'll Do:

• Ensure excellent execution of a large, complex non-clinical operations team, consisting of both Ro teammates and a BPO partnership including 1) ensuring day-to-day delivery of non-clinical activities within SLA and to high quality standards 2) managing complexity of multiple ...