Senior Manager, Care Operations

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

📋 Description

• In this role, reporting to the Sr. Director of Member Operations, you will assist in managing and continuously enhancing the operational framework for evermore's Customer Care function.

• This position is a hands-on, innovative operations role: you will contribute to the design, implementation, and ongoing enhancement of the agentic Care system, which includes voice and chat AI agents, agent-assist for human representatives, automated knowledge retrieval, and AI-driven quality assurance, in conjunction with the human workforce that addresses tasks AI cannot handle.

• You will play a key role in determining how Care evolves, engaging with vendor strategies, the AI agent stack, the workforce model combining humans and agents, the technological infrastructure, the learning system, and the analytics layer.

• You will influence the annual Care roadmap, establishing deflection and automation objectives, the AI safety and compliance stance, and the cost-to-serve trajectory.

• You will assist in budget planning and unit economics, and contribute to client quarterly business reviews and operational assessments.

• Collaborating closely with colleagues across Operations, Implementation, Finance, Product, Strategy and Solution Development, Marketing, Engineering, and Account Management, you will especially work with AI/ML and Product teams regarding the agentic Care roadmap.

⛳️ Requirements

• 7–10 years of experience in contact center or care operations, including leadership roles overseeing programs or small teams of individual contributors.

• Direct experience in implementing and managing AI within a customer support or contact center setting, including voice or chat AI agents, agent-assist copilots, AI-driven quality assurance, or automated knowledge retrieval, with ownership of production quality standards, rather than merely endorsing someone else's pilot.

• A solid understanding of how contemporary LLM-based agentic systems are constructed and assessed: retrieval, tool utilization, guardrails, evaluation sets, online metrics, red-teaming, and human-in-the-loop reviews, enabling you to be a credible operational partner to AI/ML and Product teams.

• Experience managing a multi-vendor BPO environment at scale, along with insights on how vendor relationships and human roles adapt as AI becomes more integrated into Care.

• A proven history of developing and scaling Care operations within a healthcare, Medicare Advantage, Medicaid, or benefits administration context, including compliance, PHI handling, member communication, and audit requirements governing the operation of AI agents in regulated environments.

• Demonstrated experience in executing an operational plan: contributing to the model, constructing the roadmap, managing the budget, and reporting results to executive stakeholders.

• Experience leading the learning, knowledge, and quality functions within a Care organization, with a clear perspective on how knowledge bases, training, and quality assurance programs are impacted when AI agents are part of the team.

• Strong analytical skills and familiarity with the data systems utilized in Care operations, including the AI-specific metrics of deflection, containment, AI quality, and cost-per-resolution.

• An operator adept at navigating both strategic and executional tasks: conducting an internal operational review on Tuesday, an AI failure-mode assessment with the ML team on Wednesday, and addressing vendor escalations on Thursday, while applying the same level of diligence and care to all three.

• A systems thinker who connects various aspects of operations, quality, training, technology, AI, and finance: you build a compelling case for change with data, sequence tasks realistically, and drive sustainable improvements rather than one-time fixes.

• Excellent written and verbal communication skills: ability to compose an operational review for executives, lead a challenging vendor governance meeting, guide a health plan client on the functionality and safety of your AI agents, and articulate technical AI tradeoffs in straightforward business terms.

• A clear commitment to addressing health inequities, recognizing that access to benefits is a health equity issue and understanding the significant impact of your leadership in Care on real people's lives, treating the deployment of AI in this context with utmost seriousness.

• Dedication to fostering a psychologically safe environment and a diverse culture that promotes collaboration, goal setting, and achievement together, while embracing transparency, innovation, and accountability.

• A leader who invests in the development of those around them, including individuals whose roles evolve as AI scales, offering coaching and maintaining high standards that they expect from others.

🏝️ Benefits

• 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 Paid Time Off (PTO).

• Paid holidays.

• Parental Leave.

• Flexible work schedule within core hours.

• The ability to work from anywhere in the USA, as we are a fully distributed team spanning coast to coast.