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Ro

Posted 2 days ago

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Manager, Practice Operations

New York, NY or RemoteRemoteFull-time

AI Summary

Manages the day-to-day operations and processes for Ro's frontline clinical and non-clinical teams, owning onboarding, support desk, and performance management cadences to enable high-quality care delivery at scale.

About this role

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.

As Manager, Practice Operations on Ro’s Care Delivery team, you will own the processes and day-to-day operations that enable our frontline teams to deliver high-quality care at scale. You will build, run, and continuously improve critical operational programs across clinical and non-clinical teams, including onboarding, support desk, and performance management cadences. You will partner closely with our People and Data teams to evolve policies and automate and improve processes to drive greater consistency, efficiency, and a strong frontline team experience.

You are a process-minded operator who thrives on making complex operations run smoothly. You bring strong attention to detail, a bias toward action, and a flexible, solutions-oriented mindset to evolving priorities. You care deeply about the experience of frontline teams and are energized by the opportunity to take care of the people who take care of Ro’s patients.

What You'll Do:

  • Own and continuously improve the operational processes that support Ro’s frontline teams, partnering cross-functionally with IT, Data, People, and other teams to increase efficiency, consistency, and the frontline team experience.
  • Run the day-to-day onboarding process for Ro’s clinical and non-clinical frontline teams, delivering a seamless and consistent new hire experience through close cross-functional collaboration with the People, Learning & Development, and Licensing & Credentialing teams.
  • Execute high-priority special projects, translating goals into clear plans and driving work from kickoff through completion.
  • Own and operate the “support desk” for frontline teams, directly fielding and resolving service tickets and communicating with clinical and non-clinical team members to address requests within SLA, while identifying opportunities to strengthen self-service and reduce recurring support needs.

    • What You'll Bring to the Team:

  • 5+ years experience in healthcare operations; high-growth or tech-enabled care delivery experience preferred.
  • Strong project management and coordination skills, with strong attention to detail.
  • Track record of improving, automating, and building processes.
  • Experience using automation and technology to streamline operational workflows; familiarity with Airtable is a plus.
  • A proactive, resourceful, and helpful approach—when you identify gaps, you take ownership to close them.

    • 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

    • Skills

    AirtableCross-functional CoordinationHealthcare OperationsOnboarding ProcessesOperational WorkflowsPerformance ManagementProcess AutomationProject ManagementSLA ManagementSupport Desk Operations

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