Senior Manager, Care Operations

About this role

About evermore evermore is a technology company that administers Smart Benefits to connect people to products and services they need, when they need them, so they can live healthier lives. We partner with payers and retailers to deliver expansive benefits for things like healthy foods, OTC medications, or transportation. evermore is reinventing benefits administration so that everyone benefits with more value for each and better outcomes for all. evermore is a Series B stage company, backed by leading investors including General Catalyst, Define Ventures, Lightspeed Venture Partners, Pinegrove Capital Partners, and Qiming Venture Partners. The Role Reporting to the Associate Director, Care Operations, you will own and run evermore ’s Customer Care function day-to-day-a multi-vendor BPO environment supporting members and caregivers across multiple health plans and benefit program brands – partnering with Product, Implementation, Engineering, Finance and Customer Success to deliver consistent, high-quality care experiences at scale. This is a chance to build deep operational expertise across vendor governance, technology, quality and learning in a high-growth health benefits company where your work directly impacts members’ access to the benefits they need. What You’ll Do Working within an organization created at the intersection of health care, retail and financial technology, no two days will look the same. Typical responsibilities of the role include: Running daily operations across BPO vendor partners — monitoring queue performance, SLA adherence, occupancy, and staffing levels in real time, holding partners accountable to quality, productivity, and compliance expectations across all client brands, and serving as the primary escalation point for operational issues Managing BPO partner workforce against staffing requirements and volume forecasts — coordinating intraday adjustments, monitoring occupancy and service level adherence, and holding partners accountable to service level targets across all queues and skill groups using workforce management tooling Owning Care’s technology stack day-to-day — administering and maintaining contact center systems (e.g., Zendesk), telephony tools (e.g., Amazon Connect), and contact center tooling; serving as the operational authority for system health, agent access, platform configuration, and issue resolution; partnering with IT and Engineering when technology changes are directed Building and maintaining the Care learning infrastructure — new hire onboarding curriculum across BPO partners and internal team members, training materials and job aids built in evermore ’s learning tools, and the Care knowledge base across all lines of business including CMS-regulated programs such as Medicare Advantage and Medicaid Driving quality and continuous improvement — managing QA calibration sessions and coaching frameworks with BPO teams, analyzing performance data to identify gaps and translate insights into targeted interventions, and building and maintaining operational reporting including BPO scorecards and Care dashboards for internal stakeholders Owning Care’s process documentation infrastructure — maintaining operational guides, escalation playbooks, and program-specific documentation ensuring content stays current as products, health plans, and compliance requirements evolve Executing and contributing to operational projects — including platform migrations, new client launches, outbound campaigns, and process improvement initiatives — in close partnership with Product, Implementation, Engineering, and Customer Success teams Serving as a capable, credible operational presence for internal stakeholders — representing Care in cross-functional meetings, contributing to new client onboarding, and communicating performance results and improvement plans with clarity and confidence About You While every candidate brings a unique resume and perspective, an ideal candidate will include: 5+ years in co

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