Senior Manager, IT Operations

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, enabled by a vertically integrated platform that supports a convenient, end‑to‑end healthcare experience—from diagnosis to delivery of medication to ongoing care. The Role As Senior Manager, IT Operations, you are the architect of a frictionless employee experience. You own the reliability and quality of IT service delivery, ensuring that as Ro scales, our technology "just works." Leveraging a data‑driven, automation‑first mindset, you eliminate hurdles before they arise, using automation, AI assistants, and custom bots to turn complex workflows into self‑service wins. You provide clarity when processes are ambiguous, lead both internal talent and an MSP, and define a nimble, data‑driven, human‑centric service model. Success is an environment where technology empowers every employee to do their best work without distraction. This role is on‑site in NY, requiring the applicant to be at our HQ office 4 days per week. What You’ll Do Lead and mentor a high‑performing IT team, evolving technicians into "service automators" by fostering a culture that balances technical excellence with a high‑touch, empathetic user experience. Direct a distributed internal team and MSP, overseeing a cloud‑first ecosystem (SaaS, Okta, Intune/Jamf) while setting rigorous standards for accountability and professional growth. Engineer operational excellence—architect a data‑driven ecosystem where support telemetry and RCA dictate real‑time resource allocation and priority, aggressively automating manual toil and the user lifecycle to transform IT into a frictionless, predictive engine that resolves issues before they reach the user. Partner cross‑functionally with all business units, listening to customers, empathizing deeply, and putting plans into action to ensure all IT operations are compliant, auditable, and seamlessly aligned with broader business requirements. Act as escalation point for complex technical issues, leading root cause analysis and durable fixes. Participate in your team’s on‑call schedule. What You’ll Bring 8+ years of experience in IT Operations or Engineering, including experience scaling an IT service delivery in a cloud‑first, high‑growth and/or regulated environment. Strong experience with cross‑platform support (Mac, Windows, iOS), identity management (Okta) and a passion for AI. Expertise in ITSM platforms, automation and self‑service enablement. Strong service mindset paired with process rigor and comfort operating in ambiguity. Demonstrated leadership managing high‑performing teams. Ability to operate across strategy and execution using data to inform both. Experience in healthcare, fintech, or other regulated industries preferred. A curiosity and fervor for new technologies and challenges. 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 The target base salary for this position ranges from $179,800 to $213,500, in addition to a competitive equity and benefits package (as applicable). Compensation is determined by a careful consideration of location, job‑related knowledge, skills, and experience, which may cause variation. Ro recognizes the power of in‑person collaboration while supporting flexible work anywhere in the United States. For Ro’ers in the tri‑state (NY) area, you will join us at HQ on Tuesdays and Thursdays. Those outside the tri‑state area can participate in in‑person collaborations throughout the year (e.g., 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, or any other legally protected classification protected by federal, state, or local law. Ro is committed to providing reasonable accommodations for qualified individuals with disabilities in our application and interview process. If you require a reasonable accommodation in the application or interview process, please contact us at View email address on click.appcast.io. See our California Privacy Policy here. #J-18808-Ljbffr Roman Health Pharmacy LLC