United States onlyAt 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
