Senior Manager - Care Delivery Knowledge Management

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 98% of primary care deserts.

The healthcare system today is not designed to help patients achieve their goals. It’s designed around institutions such as hospitals and insurance companies. A patient centric healthcare system is one that is designed around the goals a patient wants to achieve. We’re building healthcare that puts patients in control, provides reactive and proactive care, has transparent pricing and process, is extremely effective and ridiculously convenient, and evolves over time based on patients’ goals.

Ro has been recognized as a Fortune Best Workplace in New York and Health Care for four consecutive years (2021-2024). In 2023, Ro was also named Best Workplace for Parents for the third year in a row. In 2022, Ro was listed as a CNBC Disruptor 50.

As Senior Manager, Care Delivery Knowledge Management on Ro’s Care Delivery team, you will develop, implement, and maintain the scalable knowledge system that equips our frontline teams with the accurate, accessible, and actionable information they need to provide high-quality care at scale. As the owner of our clinical and operational knowledge, you’ll lead the full content lifecycle: from creating Standard Operating Procedures, to preparing teams for change, to driving long-term adoption. You’ll partner cross-functionally with Operations, Product, and Clinical to ensure launches stick, knowledge gaps are closed, and feedback loops lead to continuous improvement. You think in flowcharts, have a sharp eye for detail, and thrive in fast-moving environments where change is constant and precision matters.

What You'll Do:

• Stand up and oversee Ro’s knowledge management system, making it easy for frontline teams to find relevant and up-to-date information.

• Establish scalable systems for documentation updates, change control, and proactive review

• Build and maintain clinical and non-clinical workflow documentation, partnering with frontline SMEs (incl. Practitioners and RNs.)

• Create and maintain process maps and SOPs, identifying gaps, inefficiencies, and opportunities for standardization.

• Support product / workflow launches, monitoring adoption of launches and driving continuous improvement.

• Ensure frontline readiness for launches and changes, by keeping clinical and non-clinical workflows and documentation are accurate and up-to-date

What You'll Bring to the Team:

• 8+ years of experience in implementation, process engineering, change management, and project management, ideally in a fast-paced or high-growth healthcare or tech environment

• Proven ability to establish systems that scale—bonus points for experience standing up new documentation or knowledge management platforms

• Highly organized, with the ability to manage dynamic priorities, deadlines, and cross-functional needs

• Ownership mindset—you care deeply about keeping information accurate, consistent, and accessible

• High comfort operating at multiple altitudes - “taking the pen” to write or edit documentation, while also establishing the “systems” to store and maintain that documentation

• Expert in process mapping, SOP development, and operational documentation with a knack for making complex workflows digestible

• Strong communicator and stakeholder wrangler—you know how to clarify inputs, assign ownership, and drive projects to the finish line

• Experience working with Knowledge Management tools like Confluence, LucidChart, Airtable, Guru, Notion, TextExpander, and/or Asana - bonus points for experience with digital adoption platforms like WalkMe and UserPilot

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

• We welcome qualified candidates of all races, creeds, genders, and sexuality to apply.

The target base salary for this position ranges from $135,600-174,000, in addition to a competitive equity and benefits package (as applicable). When determining compensation, we carefully consider several factors, including location, job-related knowledge, skills, and experience. These considerations may cause your compensation to vary.

Ro recognizes the power of in-person collaboration, while supporting the flexibility to work anywhere in the United States. For our Ro’ers in the tri-state (NY) area, you will join us at HQ on Tuesdays and Thursdays. For those outside of the tri-state area, you will be able to join in-person collaborations throughout the year (i.e., during team on-sites).

At Ro, we believe that our diverse perspectives are our biggest strengths — and that embracing them will create real change in healthcare. As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability and/or any other legally protected classification protected by federal, state, or local law.

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