Senior Director, Support Operations

Responsibilities

• 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, fulfill

Benefits

Additional Information

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.

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