Senior Director, Support Operations

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 Job at a Glance Reporting to the COO, you will own the end-to-end member and customer experience across three connected functions at evermore: the Care team (frontline member support across phone, chat, and email), Customer Success (client retention, expansion, and the executive relationship with each health plan and retail partner), and Print/Ship Operations (the fulfillment engine that gets physical materials: cards, kits, and member communications to the right member at the right time. This is a senior leadership role with full accountability for service quality, operational throughput, and the unit economics of delivery. What makes this role distinct is its breadth. You will own how the member-facing operation scales: the workforce model, the vendor strategy, the technology stack, the client-facing motion, and the fulfillment supply chain, and you will build the team that runs each of those pillars day to day. You will set the multi-year roadmap, own the operating budget and unit economics, and represent these functions in client QBRs, executive reviews, and new business pursuits. You will partner closely with peers across Product, Engineering, Implementation, Finance, Commercial, and People. The right person for this role is a seasoned operations leader who has run a multi-function service organization at scale: contact center, customer success, and physical fulfillment in a regulated, B2B2C environment where service quality, compliance, and unit economics all have to hold at the same time. What You Will 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: Setting strategy and leading the Support Operations Organization Defining the multi-year operating model across Care, Customer Success, and Print/Ship Operations: the channel strategy, the vendor footprint, the technology stack, and the quality framework, and translating it into a quarterly roadmap with clear owners, milestones, and success metrics Building and leading a team of managers across the three functions: hiring, developing, and holding the bar for a leadership bench that scales with the business Owning the operating budget and unit economics across human handling, vendor spend, and fulfillment cost-to-serve, modeling where to invest, where to consolidate vendors, and where to renegotiate Serving as the executive operational voice for Support Operations: representing the function in ELT reviews, board materials, client QBRs, and new business pursuits Running the Care Function Owning service levels across phone, email, and chat: response time, resolution time, first-contact resolution, and CSAT against forecasted volume and seasonal patterns Directing the workforce model: staffing, scheduling, intraday operating standards, and the cross-channel playbook for peak events, launches, and recovery scenarios Establishing the quality program: calibration cadence, coaching frameworks, and the link between QA outcomes and reinforcement learning for agents Owning the Care knowledge architecture and the tooling that lets agents resolve issues at first contact Leading Customer Success Driving retention for the existing book of health plan and retail partner clients Defining the health-scoring framework, EBR cadence, and the early-warning system for at-risk accounts, with a clear escalation path into the exec team Partnering with Commercial on expansion opportunities and with Product on what each client needs from the roadmap Owning Print/Ship Operations and the Fulfillment Supply Chain Driving throughput, on-time ship rate, and defect rate across all printed and shipped materials: cards, kits, and member communications Setting the vendor strategy for print, mail, and fulfillment partners: selection, scope allocation, commercial terms, SLAs, and the periodic RFPs and renewals that follow Owning the cost per unit and the operating budget for fulfillment, and the capacity model tied to client launches and seasonal volume Personally owning the most senior fulfillment vendor relationships at the principal or VP level Driving the Data, Technology, and Integration Agenda Defining the metrics that matter across all three functions: service levels, NRR, fulfillment SLAs, cost-to-serve and ensuring the analytics function produces a defensible, accurate narrative for every audience Owning the technology roadmap for Support Operations: contact center platforms, CRM, WFM tooling, knowledge platforms, and fulfillment systems, and partnering with IT, Engineering, and Product on selection, implementation, and continuous improvement Designing the handoffs between Care, Customer Success, and Print/Ship Operations so the member and the client experience is cohesive, not three disconnected teams Serving as a credible, senior operational presence for health plan and retail clients: leading client-facing performance conversations, contributing to large new client onboardings, and acting as the executive escalation point for operational issues About You While every candidate brings a unique resume and prospective, an ideal candidate will include: 10+ years of experience in operations, customer success, or service delivery leadership, including 5+ years leading multiple functions or a function with 50+ people, with demonstrated experience managing managers and building a multi-layer team Proven track record of running a contact center or high-volume service operation against SLAs in a regulated or compliance-heavy environment Direct experience owning a P&L or a multi-million-dollar operating budget, including the unit economics and the trade-offs across human handling, vendor spend, and technology Vendor management experience at scale: selecting, contracting, holding vendors accountable, and personally owning the most senior relationships Customer Success leadership experience in a B2B2C model where the buyer (health plan or retail partner) and the end user (member) are different people Prior ownership of a physical fulfillment, print, or mail operation, or demonstrated ability to learn the supply chain quickly A track record of building and scaling operations in healthcare, Medicare Advantage, Medicaid, benefits administration, or another regulated industry where PHI handling, member communication, and audit requirements are non-negotiable Demonstrated experience setting and executing an operating strategy: defining the model, building the roadmap, owning the budget, and reporting on results to executive and board audiences Strong analytics orientation: you build the dashboard yourself before you ask someone else to, and you know your numbers cold A senior operator who can move fluently between altitude and execution: board-ready strategy on Tuesday, a vendor escalation on Wednesday, a service-level review on Thursday, and brings the same rigor and care to all three A systems thinker who connects dots across operations, quality, technology, and finance: you build the case for change with data, sequence the work realistically, and drive sustainable improvements rather than one-time fixes Strong written and verbal communication skills: you can write a board-ready operating review, run a tense vendor governance meeting, walk a health plan client through a service issue, and translate operational tradeoffs into clear business language A clear passion for, if not direct experience in, addressing health inequities: you understand that benefits access is a health equity issue and that the work you do leading Support Operations has a direct impact on real people’s lives Commitment to building a psychologically safe environment and diverse culture that is highly collaborative, strives to set and achieve goals together, and embraces transparency, innovation, and accountability A leader of leaders who invests in the people around them, hires and coaches with the same standards they expect of others, and holds the bar for the function Other Requirements Travel may be required from time to time as part of the role, for company events and business needs evermore is a remote-first, distributed workforce. Candidates should be comfortable with, and equipped to work within, a distributed remote team, including having reliable internet access and basic home office equipment. evermore will provide a work laptop, and mouse/keyboard upon request Legal authorization to work in the US is required. At this time, evermore will not consider candidates who need sponsorship, now or in the future All offers for employment are contingent upon successful completion of a background check What We Offer Competitive base salary ranging from $212,108 to $221,760, discretionary bonus, and equity; depending on experience/qualifications Benefits 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 from coast to coast evermore is not currently offering visa sponsorship for this position. Candidates must be legally authorized to work in the United states at the time of application and maintain work authorization throughout employment. evermore is an equal opportunity employer, Minority/Female/Disability/Veteran/LGBTQIA+ – proudly embracing diversity in all its manifestations. Applicants requiring reasonable accommodation for the application and/or interview process should notify a representative of the People Operations Team via [email protected]. evermore participates in E-Verify, the federal program for electronic verification of employment eligibility. To all recruitment agencies: evermore does not accept agency resumes, please do not forward them to any evermore employees.