[Hiring] Manager, Care Operations @evermore

Role Description

Reporting to the Associate Director of Customer Care, you will manage the day-to-day operations of evermore’s Customer Care function, a multi-vendor BPO environment supporting members and caregivers across multiple health plans and benefit program brands in a B2B2C model. This role carries meaningful operational authority:

• Own vendor performance, drive quality and workforce outcomes.
• Serve as the primary point of escalation and coordination across Care.

What makes this role distinct is its breadth. In addition to core operations management, you will support the learning and development function for the Care organization:

• Designing and maintaining training content, onboarding programs, and the knowledge base.
• Using performance data, quality trends, and call driver insights to identify gaps and drive improvements.

You will collaborate regularly with cross-functional partners including Operations, Implementation, Finance, Product, Strategy and Solution Development, Marketing, Engineering, and Account Management.

The right person for this role is an experienced operator who is also a builder: someone who can drive performance, design a training program, pull and interpret data.

Qualifications

• 5+ years of experience in contact center or care operations, with at least 2 years in a management or supervisory role overseeing BPO vendors, frontline teams, or both.
• Experience in a healthcare, Medicare Advantage, Medicaid, or benefits administration environment is a strong plus.
• Demonstrated experience designing and delivering training programs or onboarding curriculum in a contact center or BPO environment.
• Genuine operational instincts with a talent for developing people.
• Hands-on experience building or maintaining a knowledge base, LMS, or e-learning content library.
• Proficiency with Salesforce (Service Cloud preferred), contact center platforms (e.g. Vonage), and workforce or case management tools.
• An analytics orientation; comfortable pulling and interpreting operational data.
• Experience with quality assurance processes.
• Working knowledge of CMS-regulated programs such as Medicare Advantage or Medicaid.
• A hands-on operator who is results-oriented and thrives in ambiguity.
• A systems thinker who connects dots across operations, quality, training, and technology.
• Highly adaptable, with a genuine appetite for new tools, AI applications, and automation.
• Strong written and verbal communication skills.
• A clear passion for addressing health inequities.
• Commitment to building a psychologically safe environment and diverse culture.
• A collaborative leader who invests in the people around them.

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.
• Legal authorization to work in the US is required. At this time, evermore will not consider candidates who need sponsorship.
• All offers for employment are contingent upon successful completion of a background check.

Benefits

• Competitive base salary ranging from $96,425 to $128,550, discretionary bonus, and equity; depending on experience/qualifications.
• 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.