Senior Director, Support Operations

Responsibilities

• Define the multi-year operating model across Care, Customer Success, and Print/Ship Operations
• Build and lead a team of managers across three core functions
• Own the operating budget and unit economics for human handling, vendor spend, and fulfillment
• Manage service levels (CSAT, response time, resolution time) for phone, email, and chat
• Direct workforce models including staffing, scheduling, and intraday standards
• Drive retention for health plan and retail partner clients
• Oversee the fulfillment supply chain, including print, mail, and shipping throughput
• Own the technology roadmap for contact center platforms, CRM, and WFM tooling

Requirements

• 10+ years of experience in operations, customer success, or service delivery leadership
• 5+ years leading multiple functions or a team of 50+ people
• Proven track record running high-volume service operations in a regulated environment
• Direct experience owning a P&L or multi-million-dollar operating budget
• Experience with vendor management and large-scale contracting
• Customer Success leadership experience in a B2B2C model
• Experience in healthcare, Medicare Advantage, Medicaid, or benefits administration
• Strong analytical skills and ability to build data dashboards
• Legal authorization to work in the US without sponsorship

Benefits

• Competitive base salary ($212,108 - $221,760), discretionary bonus, and equity
• Medical, Dental, and Vision insurance (90% employer-paid premiums)
• 100% Employer Paid Short-Term & Long-Term Disability
• 100% Employer Paid Basic Life Insurance
• 401(k) Program
• Discretionary PTO and paid holidays
• Parental Leave
• Flexible work schedule

About the Company

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. They partner with payers and retailers to deliver expansive benefits for things like healthy foods, OTC medications, or transportation.