[Hiring] Senior Manager, Care Operations @evermore

Role Description

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, including:

• Voice and chat AI agents
• Agent-assist for human reps
• Automated knowledge retrieval
• AI-driven QA

What makes this role distinct is its breadth. You will help drive how Care scales, contributing across:

• Vendor strategy
• AI agent stack
• Workforce model across humans and agents
• Technology infrastructure
• Learning system
• Analytics layer

You will help shape the annual roadmap for Care, including:

• Deflection and automation targets
• AI safety and compliance posture
• 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 various departments, especially with AI/ML and Product on the agentic Care roadmap.

Qualifications

• 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
• A working understanding of how modern LLM-based agentic systems are built and evaluated
• Experience owning a multi-vendor BPO environment at scale
• A track record of building and scaling Care operations in a healthcare environment
• Demonstrated experience executing an operating plan
• Experience leading the learning, knowledge, and quality function within a Care organization
• Strong analytics orientation and fluency with the data systems Care runs on
• An operator who can move fluently between strategy and execution
• A systems thinker who connects dots across operations, quality, training, technology, AI, and finance
• Strong written and verbal communication skills
• A clear passion for addressing health inequities
• Commitment to building a psychologically safe environment and diverse culture
• A leader who invests in the people around them

Requirements

• Travel may be required from time to time as part of the role
• Legal authorization to work in the US is required
• All offers for employment are contingent upon successful completion of a background check

Benefits

• Competitive base salary ranging from $144,630-$154,260, discretionary bonus, and equity
• 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