Manager, Training & Quality Assurance

📋 Description

• Own and drive the Training and QA roadmap across the org.
• Lead end-to-end Training and QA strategy for Ro’s non-clinical Member Experience.
• Design scalable onboarding programs with curriculum and certification frameworks.
• Build continuous learning programs for product education and policy updates.
• Define a centralized QA framework for all channels (chat, email, voice).
• Set quality standards and ensure consistency across teams and BPO.

🎯 Requirements

• 5+ years in training, QA, CX, or service ops in scaled environments.
• 3+ years of leadership experience, including managing ICs.
• Experience scaling training and QA across distributed teams (BPO).
• Strong QA methodologies, calibration, and performance management.
• Experience across omnichannel environments (chat, messaging, email, voice).
• Data fluency with QA results and learning outcomes.

🎁 Benefits

• 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.