Senior Manager, Care 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 Sr. Director, Member Operations, you will help operate and continuously improve the operating model for evermore’s Customer Care function. This is a hands-on build , and uniquely modern operations role: you will help design, deploy, and continuously improve the agentic Care system: voice and chat AI agents, agent-assist for human reps, automated knowledge retrieval, and AI-driven QA, alongside the human workforce that handles what AI cannot.     What makes this role distinct is its breadth. You will help drive how Care scales, contributing across the vendor strategy, the AI agent stack, the workforce model across humans and agents, the technology infrastructure, the learning system, and the analytics layer. You will help shape the annual roadmap for Care, including deflection and automation targets, the AI safety and compliance posture, and the cost-to-serve trajectory. You will support budget planning and unit economics, and contribute to client QBRs and operating reviews. You will partner closely with peers across Operations, Implementation, Finance, Product, Strategy and Solution Development, Marketing, Engineering, and Account Management, and especially closely with AI/ML and Product on the agentic Care roadmap.   The right person for this role is a Care operator who has worked inside a multi-vendor contact center AND has built or operated production AI agents in a customer support setting:  someone who can move fluently between operations, regulated-environment requirements, and the technical realities of deploying LLM-based systems against real members.   What You'll Do   Working within an organization created at the intersection of health care, retail, and financial technology, and at a moment when AI is reshaping what Care can look like, no two days will look the same. Typical responsibilities of the role include:   Driving Care Operations Programs   Helping shape the Care operating model, the mix of internal teams, BPO partners, and AI agents; the channel strategy; the technology stack; and the quality framework, and translating it into a quarterly roadmap with clear owners, milestones, and success metrics. Leading cross-functional program teams across operations, AI / agentic Care, training and knowledge, and quality,  partnering with team leads, coaching individual contributors, and holding the bar on execution Modeling Care unit economics: cost-to-serve across human and AI handling, programs, and channels,  and recommending where to deploy AI, where to keep humans, where to consolidate vendors, and where to renegotiate   Serving as an operational voice for Care, contributing to internal operating reviews, client QBRs, and new business pursuits, including the AI Care agenda Designing and O perating the Agentic Care System   Owning the AI agent roadmap for Care: voice and chat agents for member and caregiver self-service, agent-assist copilots for human reps, automated triage and routing, AI-driven knowledge retrieval, and AI-led QA , and partnering with Product and Engineering on what to build vs. buy   Defining the human + AI operating model: what gets routed to an AI agent, what escalates to a human, how handoffs happen, how AI agent capacity and confidence thresholds are managed alongside human workforce planning, and how the experience stays cohesive to the member Establishing the evaluation and quality framework for AI agents: offline eval sets, online metrics, red-teaming, human review sampling, and the calibration cadence between AI QA and human QA so the bar is the same regardless of who (or what) handled the contact Owning the safety, compliance, and policy posture for agentic Care, including the guardrails, escalation triggers, audit logging, and PHI handling required to operate AI agents inside CMS-regulated programs such as Medicare Advantage and Medicaid   Leading the change management for AI in Care: how human agents are trained to work alongside AI, how their roles and incentives evolve as automation scales, and how the vendor partnerships are restructured as the human/AI mix shifts Driving the AI agent improvement loop: pulling failure cases out of production, partnering with AI/ML and Product on prompt, policy, retrieval, and model updates, and shipping measurable quality gains release over release Owning the Vendor Strategy and Human Workforce Performance   Setting the vendor strategy: partner selection, scope allocation, geographic mix, and commercial terms, and leading periodic RFPs, contract renewals, and SOW negotiations with BPO partners as their scope evolves alongside AI deflection   Establishing the performance framework across ACT, Startek, and other partners: SLAs, scorecards, governance cadence, and escalation paths, and owning day-to-day vendor relationships at the operations and director level   Directing Workforce Management strategy across humans and AI agents: joint forecasting and capacity planning, intraday operating standards, AI fallback plans, and the cross-channel playbook for peak events, launches, and recovery scenarios Leading the most complex operational initiatives: platform migrations, AI agent rollouts, large new client launches, market entries, and turnaround plans, and owning the