Senior Manager, Care Operations

Responsibilities

• Shape the Care operating model, including the mix of internal teams, BPO partners, and AI agents
• Lead cross-functional program teams across operations, AI/agentic Care, training, and quality
• Model Care unit economics and recommend deployment strategies for AI vs. human workforce
• Own the AI agent roadmap, including voice/chat agents, agent-assist copilots, and automated triage
• Establish evaluation and quality frameworks for AI agents, including red-teaming and human review
• Manage safety, compliance, and PHI handling for AI agents in CMS-regulated programs
• Set vendor strategy, including partner selection, RFPs, and contract negotiations
• Direct Workforce Management strategy across humans and AI agents
• Own the Care technology roadmap, including Salesforce, Zendesk, and AI agent stacks
• Define key metrics such as deflection rate, AI containment, and cost-per-resolution

Requirements

• 7–10 years of experience in contact center or care operations
• Direct experience deploying and operating AI in a customer support or contact center environment
• Working understanding of LLM-based agentic systems (retrieval, tool use, guardrails, eval sets)
• Experience managing multi-vendor BPO environments at scale
• Track record of scaling operations in healthcare, Medicare Advantage, or Medicaid environments
• Experience executing operating plans, managing budgets, and reporting to executives
• Strong analytics orientation and fluency with data systems
• Legal authorization to work in the US without sponsorship

Preferred Qualifications

• Experience leading learning, knowledge, and quality functions in a hybrid human/AI workforce
• Ability to translate technical AI tradeoffs into clear business language
• Passion for addressing health inequities through benefits access

Benefits

• Competitive base salary ($144,630-$154,260), 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 and Employee Assistance Program (EAP)
• 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 to live healthier lives. A Series B stage company, evermore partners with payers and retailers to reinvent benefits administration through advanced technology.