Manager, Training & Quality Assurance - Customer Experience

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.