Senior Director, Support Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Reporting to the COO, you will take charge of the complete member and customer experience across three interconnected functions at Evermore: the Care team (providing frontline member support via phone, chat, and email), Customer Success (focused on client retention, expansion, and managing the executive relationship with each health plan and retail partner), and Print/Ship Operations (the fulfillment engine responsible for delivering physical materials: cards, kits, and member communications to the appropriate member at the right time).

• You will establish the multi-year strategy, manage the operating budget and unit economics, and represent these functions during client QBRs, executive reviews, and new business initiatives.

• You will collaborate closely with colleagues across Product, Engineering, Implementation, Finance, Commercial, and People departments.

• The ideal candidate for this position is an experienced operations leader who has managed a multi-functional service organization at scale: contact center, customer success, and physical fulfillment in a regulated, B2B2C setting where service quality, compliance, and unit economics must all be maintained simultaneously.

⛳️ Requirements

• Over 10 years of experience in operations, customer success, or service delivery leadership, including 5+ years overseeing multiple functions or a single function with 50+ employees, showcasing experience in managing managers and developing a multi-layer team.

• Demonstrated success in managing a contact center or a high-volume service operation while adhering to SLAs in a regulated or compliance-heavy environment.

• Direct experience with P&L ownership or managing a multi-million-dollar operating budget, including understanding unit economics and balancing human handling, vendor spending, and technology.

• Experience in vendor management at scale: selecting, contracting, holding vendors accountable, and maintaining senior-level relationships.

• Customer Success leadership experience in a B2B2C model, where the buyer (health plan or retail partner) and the end user (member) are distinct individuals.

• Previous responsibility for physical fulfillment, print, or mail operations, or proven ability to quickly grasp supply chain processes.

• A proven record of building and scaling operations in healthcare, Medicare Advantage, Medicaid, benefits administration, or another regulated sector where PHI handling, member communication, and audit requirements are essential.

• Demonstrated ability to set and implement an operating strategy: defining the model, constructing the roadmap, overseeing the budget, and reporting results to executive and board audiences.

• Strong analytical skills: you create dashboards independently before involving others and are well-versed in your metrics.

• A senior operator capable of transitioning smoothly between high-level strategy and execution: board-ready strategy on Tuesday, addressing vendor escalations on Wednesday, conducting service-level reviews on Thursday, while applying the same diligence and attention to all tasks.

• A systems thinker who interconnects operations, quality, technology, and finance: using data to advocate for change, realistically sequencing work, and driving sustainable improvements rather than temporary solutions.

• Excellent written and verbal communication abilities: you can draft a board-ready operating report, lead a challenging vendor governance meeting, guide a health plan client through a service issue, and articulate operational trade-offs in clear business terms.

• A genuine passion for, if not direct experience in, addressing health disparities: you recognize that benefits access is a health equity issue and that your leadership in Support Operations has a direct effect on real people's lives.

• Dedication to fostering a psychologically safe environment and diverse culture that is highly collaborative, aims to set and achieve goals collectively, and values transparency, innovation, and accountability.

• A leader of leaders who invests in those around them, recruits and coaches with the same standards they expect from others, and maintains high expectations for the function.

🏝️ Benefits

• Competitive base salary ranging from $212,108 to $221,760, discretionary bonus, and equity based on experience and qualifications.

• Medical, Dental, and Vision insurance with 90% 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 from anywhere in the USA as we are a fully distributed team across the nation.