Job Summary:
Ro is a healthcare technology company focused on building a patient-centered system designed for the digital age. As a Senior Manager of IT Operations, you will ensure the reliability and quality of IT service delivery, leveraging automation and data to enhance employee experiences and streamline operations.
Responsibilities:
โข Lead and mentor a high-performing IT team, evolving technicians into โservice automatorsโ by fostering a culture that balances technical excellence with a high-touch, empathetic user experience.
โข 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.
โข Engineer operational excellence - Architect a data-driven ecosystem where support telemetry and RCA dictate real-time resource allocation and priority. By aggressively automating manual toil and the user lifecycle, you will transform IT into a frictionless, predictive engine that solves issues before they reach the user.
โข Partner cross-functionally with all business units. Listen to your customers, empathize deeply and put plans into action to ensure all IT operations are compliant, auditable, and seamlessly aligned with broader business requirements.
โข Act as escalation point for complex technical issues, leading root cause analysis and durable fixes.
โข Participate in your teamโs on-call schedule.
Qualifications:
Required:
โข 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.
โข Strong experience with cross platform support (Mac, Windows, iOS), identity management (Okta) and a passion for AI.
โข Expertise in ITSM platforms, automation and self-service enablement.
โข Strong service mindset paired with process rigor and comfort operating in ambiguity.
โข Demonstrated leadership managing high-performing teams.
โข Ability to operate across strategy and execution using data to inform both.
Preferred:
โข Experience in healthcare, fintech, or other regulated industries preferred.
โข A curiosity and fervor for new technologies and challenges.
Company:
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. Founded in 2017, the company is headquartered in New York, NY, US, , with a team of 201-500 employees. The company is currently Growth Stage.