Senior Manager, Insights (Voice of the Patient)

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Telehealth, PharmaceuticalsIndustries

Requirements

Candidates should possess 7-9 years of experience in Insights, Research, Analytics, or CX, including substantial ownership of voice-of-customer or patient experience programs. They should have proven success partnering with operations, service, or care delivery teams to embed feedback into ongoing performance and quality efforts. Familiarity with tools like Qualtrics, Zendesk, Looker, or similar platforms is required.

Responsibilities

The Senior Manager of Customer Insights will lead Ro’s Voice of the Patient program, owning and evolving core feedback systems including always-on surveys, sentiment reporting, and structured follow-ups across the care journey. They will expand the feedback footprint by identifying new opportunities to collect feedback, serve as the insights partner to Operations and Care Delivery, synthesizing and socializing insights into actionable recommendations, and partnering cross-functionally with Product, Clinical, Marketing, and Growth to embed patient insights into key decision cycles and initiatives. Furthermore, they will contribute to research operations and strategic projects across UXR and Marketing Insights, helping the broader team scale its impact.

Skills

Patient Insights

Customer Feedback Analysis

NPS/CSAT

Data Analysis

Cross-functional Collaboration

Strategic Partnership

Ro

Online platform for telemedicine services

About Ro

Ro.co offers an online platform for healthcare services, focusing on adults who want to manage their health from home. The platform allows patients to consult with healthcare providers, receive diagnoses, and get treatment recommendations without needing to visit a clinic. Users complete an online visit where they detail their symptoms and health history, which is then reviewed by a US-licensed healthcare professional who provides personalized treatment recommendations. If necessary, prescriptions are shipped directly to the patient in discreet packaging with free shipping. Ro.co prioritizes privacy and security, ensuring compliance with privacy laws and implementing measures to protect user data. Unlike many competitors, Ro.co provides a seamless end-to-end healthcare experience, making it easier for patients to access the care they need from the comfort of their homes.

New York City, New YorkHeadquarters

2017Year Founded

$998.1MTotal Funding

LATE_VCCompany Stage

Consumer Software, HealthcareIndustries

1,001-5,000Employees

Benefits

Medical, dental, & vision benefits

One Medical membership

Equity

Flexible Time Off

Gym reimbursement stipend

Learning & development stipend

Paid parental leave

Flexible work arrangements

Dog-friendly office

Company-wide events

Risks

Layoffs at Ro may impact service quality and customer satisfaction.

Competition from companies like Fabric could challenge Ro's market position.

Drug shortages, despite tracking efforts, may lead to customer dissatisfaction.

Differentiation

Ro offers a vertically integrated platform combining telehealth, lab services, and pharmacy.

Ro's GLP-1 Supply Tracker addresses drug shortages, enhancing patient care management.

Ro provides a seamless, end-to-end healthcare experience without the need for insurance.

Upsides

Increased telehealth demand post-COVID-19 boosts Ro's market expansion opportunities.

Ro's ro.OS platform enhances patient satisfaction and retention through seamless care.

Partnership with Modon Developments expands Ro's geographical footprint in New Cairo.

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