Senior Manager, Care Operations

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

📋 Description

• In this role, you will report to the Sr. Director of Member Operations and assist in managing and enhancing the operating model for evermore’s Customer Care function.

• This position involves hands-on development and represents a uniquely modern operations role: you will play a key role in designing, deploying, and continuously improving the agentic Care system, which includes voice and chat AI agents, agent-assist for human representatives, automated knowledge retrieval, and AI-driven quality assurance, alongside the human workforce that addresses tasks beyond AI's capabilities.

• You will significantly influence how Care scales by contributing to the vendor strategy, the AI agent stack, the workforce model integrating humans and agents, the technology infrastructure, the learning system, and the analytics framework.

• Your contributions will help define the annual roadmap for Care, setting deflection and automation targets, establishing the AI safety and compliance stance, and determining the cost-to-serve trajectory.

• You will assist in budget planning and unit economics while contributing to client quarterly business reviews (QBRs) and operational assessments.

• Collaboration will be key as you work closely with colleagues across Operations, Implementation, Finance, Product, Strategy and Solution Development, Marketing, Engineering, and Account Management, alongside AI/ML and Product teams on the agentic Care roadmap.

⛳️ Requirements

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

• Direct experience with deploying and operating AI in customer support or contact center settings, such as voice or chat AI agents, agent-assist copilots, AI-driven quality assurance, or automated knowledge retrieval, with responsibility for production quality.

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

• Experience managing a multi-vendor BPO environment at scale, with insights into how vendor partnerships and human roles adapt as AI integration increases within Care.

• A proven track record of developing and scaling Care operations in healthcare, Medicare Advantage, Medicaid, or benefits administration, addressing compliance, PHI management, member communications, and auditing requirements related to operating AI agents in regulated environments.

• Demonstrated capability in executing operational plans, contributing to models, developing roadmaps, managing budgets, and reporting results to executive stakeholders.

• Experience leading the learning, knowledge, and quality functions within a Care organization, with a clear perspective on how the knowledge base, training, and quality assurance programs evolve when AI agents are included in the workforce.

• Strong analytical skills with proficiency in the data systems utilized by Care, particularly concerning the AI-specific metrics of deflection, containment, AI quality, and cost-per-resolution.

• An operator who can navigate seamlessly between strategy and execution: whether conducting an internal operating review on Tuesday, an AI failure-mode analysis with the ML team on Wednesday, or managing a vendor escalation on Thursday, you apply the same rigor and care to all tasks.

• A systems thinker who connects various aspects of operations, quality, training, technology, AI, and finance: you leverage data to build a case for change, sequence work realistically, and promote sustainable improvements rather than temporary fixes.

• Excellent written and verbal communication skills, allowing you to craft operating reviews for executives, facilitate challenging vendor governance meetings, guide health plan clients through the workings and safety of your AI agents, and translate technical AI tradeoffs into accessible business language.

• A genuine passion for addressing health inequities, understanding that benefits access is a health equity issue and recognizing the direct impact your leadership in Care has on individuals' lives, while taking the responsibility of deploying AI in this context seriously.

• A commitment to fostering a psychologically safe environment and a diverse culture that emphasizes collaboration, goal achievement, transparency, innovation, and accountability.

• A leader who dedicates time to the development of those around them, including individuals whose roles will evolve as AI adoption increases, while also 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.

• Work from anywhere in the USA, as we are a fully distributed team from coast to coast.