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Senior Director, Support Operations evermore · Remote Not listed 71 days ago Remote Engineering

Senior Manager, Care Operations evermore · Remote Not listed 76 days ago Remote Hospital & Health Care

Engineering

71 days ago

Senior Director, Support Operations

evermore · Remote

Pay

Not listed

Setting

Remote

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Senior Director, Support Operations Remote Apply About evermore evermore is a technology company that administers Smart Benefits to connect people to products and services they need, when they need them, so they can live healthier lives. We partner with payers and retailers to deliver expansive benefits for things like healthy foods, OTC medications, or transportation. evermore is reinventing benefits administration so that everyone benefits with more value for each and better outcomes for all. evermore is a Series B stage company, backed by leading investors including General Catalyst, Define Ventures, Lightspeed Venture Partners, Pinegrove Capital Partners, and Qiming Venture Partners. The Job at a Glance Reporting to the COO, you will own the end-to-end member and customer experience across three connected functions at evermore: the Care team (frontline member support across phone, chat, and email), Customer Success (client retention, expansion, and the executive relationship with each health plan and retail partner), and Print/Ship Operations (the fulfillment engine that gets physical materials: cards, kits, and member communications to the right member at the right time. This is a senior leadership role with full accountability for service quality, operational throughput, and the unit economics of delivery. What makes this role distinct is its breadth. You will own how the member-facing operation scales: the workforce model, the vendor strategy, the technology stack, the client-facing motion, and the fulfillment supply chain, and you will build the team that runs each of those pillars day to day. You will set the multi-year roadmap, own the operating budget and unit economics, and represent these functions in client QBRs, executive reviews, and new business pursuits. You will partner closely with peers across Product, Engineering, Implementation, Finance, Commercial, and People. The right person for this role is a seasoned operations leader who has run a multi-function service organization at scale: contact center, customer success, and physical fulfillment in a regulated, B2B2C environment where service quality, compliance, and unit economics all have to hold at the same time. What You Will Do Working within an organization created at the intersection of health care, retail and financial technology, no two days will look the same. Typical responsibilities of the role include: Setting strategy and leading the Support Operations Organization Defining the multi-year operating model across Care, Customer Success, and Print/Ship Operations: the channel strategy, the vendor footprint, the technology stack, and the quality framework, and translating it into a quarterly roadmap with clear owners, milestones, and success metrics Building and leading a team of managers across the three functions: hiring, developing, and holding the bar for a leadership bench that scales with the business Owning the operating budget and unit economics across human handling, vendor spend, and fulfillment cost-to-serve, modeling where to invest, where to consolidate vendors, and where to renegotiate Serving as the executive operational voice for Support Operations: representing the function in ELT reviews, board materials, client QBRs, and new business pursuits Running the Care Function Owning service levels across phone, email, and chat: response time, resolution time, first-contact resolution, and CSAT against forecasted volume and seasonal patterns Directing the workforce model: staffing, scheduling, intraday operating standards, and the cross-channel playbook for peak events, launches, and recovery scenarios Establishing the quality program: calibration cadence, coaching frameworks, and the link between QA outcomes and reinforcement learning for agents Owning the Care knowledge architecture and the tooling that lets agents resolve issues at first contact Leading Customer Success Driving retention for the existing book of health plan and retail partner clients Defining the health-scoring framework, EBR cadence, and the early-warning system for at-risk accounts, with a clear escalation path into the exec team Partnering with Commercial on expansion opportunities and with Product on what each client needs from the roadmap Owning Print/Ship Operations and the Fulfillment Supply Chain Driving throughput, on-time ship rate, and defect rate across all printed and shipped materials: cards, kits, and member communications Setting the vendor strategy for print, mail, and fulfillment partners: selection, scope allocation, commercial terms, SLAs, and the periodic RFPs and renewals that follow Owning the cost per unit and the operating budget for fulfillment, and the capacity model tied to client launches and seasonal volume Personally owning the most senior fulfillment vendor relationships at the principal or VP level Driving the Data, Technology, and Integration Agenda Defining the metrics that matter across all three functions: service levels, NRR, fulfillment SLAs, cost-to-serve and ensuring the analytics function produces a defensible, accurate narrative for every audience Owning the technology roadmap for Support Operations: contact center platforms, CRM, WFM tooling, knowledge platforms, and fulfillment systems, and partnering with IT, Engineering, and Product on selection, implementation, and continuous improvement Designing the handoffs between Care, Customer Success, and Print/Ship Operations so the member and the client experience is cohesive, not three disconnected teams Serving as a credible, senior operational presence for health plan and retail clients: leading client-facing performance conversations, contributing to large new client onboardings, and acting as the executive escalation point for operational issues About You While every candidate brings a unique resume and prospective, an ideal candidate will include: 10+ years of experience in operations, customer success, or service delivery leadership, including 5+ years leading multiple functions or a function with 50+ people, with demonstrated experience managing managers and building a multi-layer team Proven track record of running a contact center or high-volume service operation against SLAs in a regulated or compliance-heavy environment Direct experience owning a P&L or a multi-million-dollar operating budget, including the unit economics and the trade-offs across human handling, vendor spend, and technology Vendor management experience at scale: selecting, contracting, holding vendors accountable, and personally owning the most senior relationships Customer Success leadership experience in a B2B2C model where the buyer (health plan or retail partner) and the end user (member) are different people Prior ownership of a physical fulfillment, print, or mail operation, or demonstrated ability to learn the supply chain quickly A track record of building and scaling operations in healthcare, Medicare Advantage, Medicaid, benefits administration, or another regulated industry where PHI handling, member communication, and audit requirements are non-negotiable Demonstrated experience setting and executing an operating strategy: defining the model, building the roadmap, owning the budget, and reporting on results to executive and board audiences Strong analytics orientation: you build the dashboard yourself before you ask someone else to, and you know your numbers cold A senior operator who can move fluently between altitude and execution: board-ready strategy on Tuesday, a vendor escalation on Wednesday, a service-level review on Thursday, and brings the same rigor and care to all three A systems thinker who connects dots across operations, quality, technology, and finance: you build the case for change with data, sequence the work realistically, and drive sustainable improvements rather than one-time fixes Strong written and verbal communication skills: you can write a board-ready operating review, run a tense vendor governance meeting, walk a health plan client through a service issue, and translate operational tradeoffs into clear business language A clear passion for, if not direct experience in, addressing health inequities: you understand that benefits access is a health equity issue and that the work you do leading Support Operations has a direct impact on real people’s lives Commitment to building a psychologically safe environment and diverse culture that is highly collaborative, strives to set and achieve goals together, and embraces transparency, innovation, and accountability A leader of leaders who invests in the people around them, hires and coaches with the same standards they expect of others, and holds the bar for the function Other Requirements Travel may be required from time to time as part of the role, for company events and business needs evermore is a remote-first, distributed workforce. Candidates should be comfortable with, and equipped to work within, a distributed remote team, including having reliable internet access and basic home office equipment. evermore will provide a work laptop, and mouse/keyboard upon request Legal authorization to work in the US is required. At this time, evermore will not consider candidates who need sponsorship, now or in the future All offers for employment are contingent upon successful completion of a background check What We Offer Competitive base salary ranging from $212,108 to $221,760, discretionary bonus, and equity; depending on experience/qualifications Benefits Medical, Dental, and Vision insurance with 90% paid employer premium contributions for all tiers 100% Employer Paid Short-Term & Long-Term Disability 100% Employer Paid Basic Life Insurance Policy Employee Assistance Program (EAP) 401(k) Program Discretionary PTO Paid holidays Parental Leave Flexible work schedule within core hours Work anywhere in the USA as we are a fully distributed team from coast to coast evermore is not currently offering visa sponsorship for this position. Candidates must be legally authorized to work in the United states at the time of application and maintain work authorization throughout employment. evermore is an equal opportunity employer, Minority/Female/Disability/Veteran/LGBTQIA+ – proudly embracing diversity in all its manifestations. Applicants requiring reasonable accommodation for the application and/or interview process should notify a representative of the People Operations Team via careers@evermoreoutcomes.com. evermore participates in E-Verify, the federal program for electronic verification of employment eligibility. To all recruitment agencies: evermore does not accept agency resumes, please do not forward them to any evermore employees. Get new jobs like this in your inbox We'll email you when evermore posts a job like this one. Create alert Apply for this job * indicates a required field Autofill my application First Name* Last Name* Email* Phone Country* Phone* Resume/CV* Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Education School Select... Degree Select... Discipline Select... Add another Are you willing and able to complete a background check as a condition of employment, which will only be initiated upon receiving and accepting a formal job offer? * Select... Requirement of Background Check. All offers for employment are contingent upon successful completion of a background check. Are you legally authorized to work in the United States? * Select... Employment Authorization & Sponsorship. Legal authorization to work in the US is required. At this time, Soda Health will not consider candidates who need sponsorship, now or in the future. Will you now or in the near future require sponsorship for employment visa status, in order to begin or maintain employment with evermore? * Select... evermore is a remote first organization, are you comfortable with and equipped to work within a distributed remote team and work environment across the US to meet the business needs of evermore? This includes, but is not limited to, having access to stable internet and basic home office equipment. * Select... LinkedIn Profile Website EEO ~ Invitation to Self-Identify evermore is committed to providing Equal Employment Opportunities. We would appreciate it if you could answer the following questions, although it is not required. Please note that this information will not be used to make employment decisions and will only be utilized in compliance with federal and state regulations. We request this information to assess the effectiveness of our outreach and adjust our recruitment efforts to ensure that we reach all communities in the US. At evermore, we strictly comply with our Equal Employment Opportunity policy and do not discriminate based on any protected group status as outlined in applicable law. Veteran Status If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Disability How do you know if you have a disability? A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Long-term mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury What is your legal sex? (optional and voluntary)* Select... What is your race or ethnicity? (optional and voluntary)* Select... Veteran Classification. If you believe you belong to any of the protected veterans' categories, please indicate by making the appropriate selection. (optional and voluntary)* Select... Do you have a disability or have ever had one? (optional and voluntary)* Select... Submit application Powered by

Listed by evermore for a position based in the United States. Employers on this board attest they are hiring domestically.

Hospital & Health Care

76 days ago

Senior Manager, Care Operations

evermore · Remote

Pay

Not listed

Setting

Remote

Apply Sign in to favorite Permalink

Senior Manager, Care Operations Remote Apply About evermore evermore is a technology company that administers Smart Benefits to connect people to products and services they need, when they need them, so they can live healthier lives. We partner with payers and retailers to deliver expansive benefits for things like healthy foods, OTC medications, or transportation. evermore is reinventing benefits administration so that everyone benefits with more value for each and better outcomes for all. evermore is a Series B stage company, backed by leading investors including General Catalyst, Define Ventures, Lightspeed Venture Partners, Pinegrove Capital Partners, and Qiming Venture Partners. The Job at a Glance Reporting to the Sr. Director, Member Operations, you will help operate and continuously improve the operating model for evermore’s Customer Care function. This is a hands-on build , and uniquely modern operations role: you will help design, deploy, and continuously improve the agentic Care system: voice and chat AI agents, agent-assist for human reps, automated knowledge retrieval, and AI-driven QA, alongside the human workforce that handles what AI cannot. What makes this role distinct is its breadth. You will help drive how Care scales, contributing across the vendor strategy, the AI agent stack, the workforce model across humans and agents, the technology infrastructure, the learning system, and the analytics layer. You will help shape the annual roadmap for Care, including deflection and automation targets, the AI safety and compliance posture, and the cost-to-serve trajectory. You will support budget planning and unit economics, and contribute to client QBRs and operating reviews. You will partner closely with peers across Operations, Implementation, Finance, Product, Strategy and Solution Development, Marketing, Engineering, and Account Management, and especially closely with AI/ML and Product on the agentic Care roadmap. The right person for this role is a Care operator who has worked inside a multi-vendor contact center AND has built or operated production AI agents in a customer support setting: someone who can move fluently between operations, regulated-environment requirements, and the technical realities of deploying LLM-based systems against real members. What You'll Do Working within an organization created at the intersection of health care, retail, and financial technology, and at a moment when AI is reshaping what Care can look like, no two days will look the same. Typical responsibilities of the role include: Driving Care Operations Programs Helping shape the Care operating model, the mix of internal teams, BPO partners, and AI agents; the channel strategy; the technology stack; and the quality framework, and translating it into a quarterly roadmap with clear owners, milestones, and success metrics. Leading cross-functional program teams across operations, AI / agentic Care, training and knowledge, and quality, partnering with team leads, coaching individual contributors, and holding the bar on execution Modeling Care unit economics: cost-to-serve across human and AI handling, programs, and channels, and recommending where to deploy AI, where to keep humans, where to consolidate vendors, and where to renegotiate Serving as an operational voice for Care, contributing to internal operating reviews, client QBRs, and new business pursuits, including the AI Care agenda Designing and Operating the Agentic Care System Owning the AI agent roadmap for Care: voice and chat agents for member and caregiver self-service, agent-assist copilots for human reps, automated triage and routing, AI-driven knowledge retrieval, and AI-led QA , and partnering with Product and Engineering on what to build vs. buy Defining the human + AI operating model: what gets routed to an AI agent, what escalates to a human, how handoffs happen, how AI agent capacity and confidence thresholds are managed alongside human workforce planning, and how the experience stays cohesive to the member Establishing the evaluation and quality framework for AI agents: offline eval sets, online metrics, red-teaming, human review sampling, and the calibration cadence between AI QA and human QA so the bar is the same regardless of who (or what) handled the contact Owning the safety, compliance, and policy posture for agentic Care, including the guardrails, escalation triggers, audit logging, and PHI handling required to operate AI agents inside CMS-regulated programs such as Medicare Advantage and Medicaid Leading the change management for AI in Care: how human agents are trained to work alongside AI, how their roles and incentives evolve as automation scales, and how the vendor partnerships are restructured as the human/AI mix shifts Driving the AI agent improvement loop: pulling failure cases out of production, partnering with AI/ML and Product on prompt, policy, retrieval, and model updates, and shipping measurable quality gains release over release Owning the Vendor Strategy and Human Workforce Performance Setting the vendor strategy: partner selection, scope allocation, geographic mix, and commercial terms, and leading periodic RFPs, contract renewals, and SOW negotiations with BPO partners as their scope evolves alongside AI deflection Establishing the performance framework across ACT, Startek, and other partners: SLAs, scorecards, governance cadence, and escalation paths, and owning day-to-day vendor relationships at the operations and director level Directing Workforce Management strategy across humans and AI agents: joint forecasting and capacity planning, intraday operating standards, AI fallback plans, and the cross-channel playbook for peak events, launches, and recovery scenarios Leading the most complex operational initiatives: platform migrations, AI agent rollouts, large new client launches, market entries, and turnaround plans, and owning the cross-functional execution with Product, Implementation, Engineering, and Customer Success Building the Learning, Knowledge, and Quality System for a Hybrid Workforce Setting the strategy for how Care builds capability across humans AND AI agents: the onboarding model, the ongoing development curriculum, and the certification standards that govern who (or what) is qualified to handle each program and channel Owning the Care knowledge architecture: recognizing that the knowledge base is now both human-facing documentation and the retrieval source for AI agents, and ensuring content governance, structure, and freshness meet the bar for both audiences Defining the unified quality program: calibration cadence, coaching frameworks, and the link between QA outcomes and reinforcement learning for humans, plus the analogous loop of failure analysis and model/prompt/policy updates for AI agents Driving the Data, Technology, and AI Agenda for Care Defining the metrics that matter for Care, including the AI-specific layer of deflection rate, AI containment, escalation rate, AI quality, hallucination rate, and cost-per-resolution across human and AI handling, and ensuring the analytics function produces a defensible, accurate narrative for every audience Owning the Care technology roadmap: Salesforce (Service Cloud), telephony (e.g., Vonage), contact center platforms (e.g., Zendesk), WFM tools, LMS and authoring (e.g.,EasyGenerator), knowledge platforms (e.g., Confluence), and the AI agent / agent-assist / AI QA stack, and partnering with IT, Engineering, Product, and AI/ML on selection, implementation, and continuous improvement Serving as a credible operational presence for health plan clients: leading client-facing performance conversations, walking clients through the AI Care model and its safeguards, contributing to new client onboardings, and acting as a senior escalation point for operational issues About You While every candidate brings a unique resume and perspective, an ideal candidate will include: 7–10 years of experience in contact center or care operations, including time leading programs or small teams of individual contributors Direct experience deploying and operating AI in a customer support or contact center environment: voice or chat AI agents, agent-assist copilots, AI-driven QA, or automated knowledge retrieval, including ownership of the production quality bar, not just sponsorship of someone else's pilot A working understanding of how modern LLM-based agentic systems are built and evaluated: retrieval, tool use, guardrails, eval sets, online metrics, red-teaming, human-in-the-loop review, sufficient to be a credible operating partner to AI/ML and Product Experience owning a multi-vendor BPO environment at scale, and a point of view on how vendor partnerships and human roles evolve as AI scales inside Care A track record of building and scaling Care operations in a healthcare, Medicare Advantage, Medicaid, or benefits administration environment: including the compliance, PHI handling, member communication, and audit requirements that govern operating AI agents in a regulated setting Demonstrated experience executing an operating plan: contributing to the model, building the roadmap, helping manage the budget, and reporting on results to executive stakeholders Experience leading the learning, knowledge, and quality function within a Care organization, with a clear point of view on how the knowledge base, training, and QA programs change when AI agents are part of the workforce Strong analytics orientation and fluency with the data systems Care runs on, including the AI-specific layer of deflection, containment, AI quality, and cost-per-resolution An operator who can move fluently between strategy and execution : an internal operating review on Tuesday, an AI failure-mode review with the ML team on Wednesday, a vendor escalation on Thursday, and brings the same rigor and care to all three A systems thinker who connects dots across operations, quality, training, technology, AI, and finance: you build the case for change with data, sequence the work realistically, and drive sustainable improvements rather than one-time fixes Strong written and verbal communication skills: you can write an operating review for executives, run a tense vendor governance meeting, walk a health plan client through how your AI agents work and stay safe, and translate technical AI tradeoffs into clear business language A clear passion for, if not direct experience in, addressing health inequities: you understand that benefits access is a health equity issue and that the work you do leading Care has a direct impact on real people's lives, and you take the responsibility of deploying AI in that context seriously Commitment to building a psychologically safe environment and diverse culture that is highly collaborative, strives to set and achieve goals together, and embraces transparency, innovation, and accountability A leader who invests in the people around them, including the humans whose roles evolve as AI scales, and who coaches and holds the bar with the same standards they expect of others Other Requirements Travel may be required from time to time as part of the role, for company events and business needs evermore is a remote-first, distributed workforce. Candidates should be comfortable with, and equipped to work within, a distributed remote team, including having reliable internet access and basic home office equipment. evermore will provide a work laptop, and mouse/keyboard upon request Legal authorization to work in the US is required. At this time, evermore will not consider candidates who need sponsorship, now or in the future All offers for employment are contingent upon successful completion of a background check What We Offer Competitive base salary ranging from $144,630-$154,260, discretionary bonus, and equity; depending on experience/qualifications Benefits Medical, Dental, and Vision insurance with 90% paid employer premium contributions for all tiers 100% Employer Paid Short-Term & Long-Term Disability 100% Employer Paid Basic Life Insurance Policy Employee Assistance Program (EAP) 401(k) Program Discretionary PTO Paid holidays Parental Leave Flexible work schedule within core hours Work anywhere in the USA as we are a fully distributed team from coast to coast evermore is not currently offering visa sponsorship for this position. Candidates must be legally authorized to work in the United states at the time of application and maintain work authorization throughout employment. evermore is an equal opportunity employer, Minority/Female/Disability/Veteran/LGBTQIA+ – proudly embracing diversity in all its manifestations. Applicants requiring reasonable accommodation for the application and/or interview process should notify a representative of the People Operations Team via careers@evermoreoutcomes.com. evermore participates in E-Verify, the federal program for electronic verification of employment eligibility. To all recruitment agencies: evermore does not accept agency resumes. Please do not forward them to any evermore employees. Create a Job Alert Interested in building your career at evermore? Get future opportunities sent straight to your email. Create alert Apply for this job * indicates a required field Autofill my application First Name* Last Name* Preferred First Name Email* Phone Country Phone Resume/CV Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website Submit application Powered by

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