Senior Director, Support Operations

Role Description

Reporting to the COO, you will own the end-to-end member and customer experience across three connected functions at evermore:

• 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)
• Print/Ship Operations (the fulfillment engine that gets physical materials 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.
• 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.

Qualifications

• 10+ years of experience in operations, customer success, or service delivery leadership, including 5+ years leading multiple functions or a function with 50+ people.
• 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.
• Vendor management experience at scale.
• Customer Success leadership experience in a B2B2C model.
• Prior ownership of a physical fulfillment, print, or mail operation.
• A track record of building and scaling operations in healthcare, Medicare Advantage, Medicaid, benefits administration, or another regulated industry.
• Demonstrated experience setting and executing an operating strategy.
• Strong analytics orientation.
• A senior operator who can move fluently between altitude and execution.
• A systems thinker who connects dots across operations, quality, technology, and finance.
• Strong written and verbal communication skills.
• A clear passion for addressing health inequities.
• Commitment to building a psychologically safe environment and diverse culture.
• A leader of leaders who invests in the people around them.

Requirements

• Travel may be required from time to time as part of the role.
• evermore is a remote-first, distributed workforce. Candidates should be comfortable with, and equipped to work within, a distributed remote team.
• Legal authorization to work in the US is required.
• All offers for employment are contingent upon successful completion of a background check.

Benefits

• Competitive base salary ranging from $212,108 to $221,760, discretionary bonus, and equity.
• 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.