VP, Operations

The Vice President, Operations is a senior leader responsible for building and running an integrated operations organization that delivers a consistently exceptional customer experience while driving efficiency, quality, and scalability. This executive will lead Customer Experience (Cx), the Project Management Office (PMO), Client Operations (Client Ops), and Print Communications (Print Comms) as a unified operations portfolio, ensuring these teams are aligned, high-performing, and tightly connected to Everlywell’s strategic and financial goals. Reporting directly to the Chief Operating Officer, this leader will define and execute the operating model for day-to-day service delivery, complex cross-functional initiatives, and customer commitments - balancing experience, quality, and cost. They will partner with Product, Engineering, Clinical, Commercial, Marketing, and Finance to ensure that programs are designed, launched, and scaled with operational excellence at the core. What You’ll Do: Operations Strategy & Ownership Own the end-to-end operations strategy and performance across Cx, PMO, client operations, and print communications, with clear goals for NPS, SLAs, quality, and productivity. Translate company and functional strategy into an operating plan, including organizational design, capability roadmap, and annual plans for the operations portfolio. Establish an AI-first, automation-forward operating model that uses technology to reduce manual work, improve consistency, and increase leverage across teams. Partner with finance to build and manage budgets, forecast operational capacity, and ensure the organization meets cost and margin targets while protecting service levels. Leadership of Cx, PMO, Client Ops & Print Comms Lead and develop a high-performing leadership bench across Cx, PMO, Client Ops, and Print Comms, with clear charters, ownership, and success metrics for each team. Own the service delivery model for all customer touchpoints - from inbound support and issue resolution to program execution and print communications - ensuring consistent, brand-aligned experiences. Oversee the PMO as the central engine for cross-functional launch of customer programs. Ensure Client Ops tightly manages customer commitments and program success. Lead a Print Comms team that consistently delivers high quality, accurate communications in a timely and scalable manner. Lead a Cx team that effectively represents Everlywell and its customers in its interactions with patients, including inbound and outbound communications, patient experience, care navigation support, client reporting, and service operations - ensuring high-quality, compliant, and efficient interactions across all touchpoints. Transform Cx and the other teams through an AI-first, automation-forward operating model that uses technology to reduce manual work, improve consistency, and increase leverage. Ensure teams are tightly aligned to commercial commitments with clear playbooks for success. Build and maintain an operating cadence that drives transparency, accountability, and rapid issue resolution across all operations functions. Cross-Functional Alignment and Performance Work closely with Clinical, Compliance, and Legal to ensure operational processes and communications meet regulatory, privacy, and quality standards. Partner with Product and Engineering to ensure tools and systems are optimized to deliver successfully for customers and their patients. Build and maintain a robust metrics and analytics framework across Cx, PMO, Client Ops, and Print Comms to systematically measure performance and drive improvement. Partner with Analytics and Finance to develop tools that provide real-time visibility into operational health and its impact on revenue, margin, and customer outcomes. Transform the team into an integrated, technology-optimized, customer and patient delivery and success engine. People Leadership & Culture Attract, develop, and retain top operational talent across all levels; ensure strong succession plans and leadership depth in Cx, PMO, Client Ops, and Print Comms. Build a culture grounded in clarity, accountability, and coaching, where teams understand how their work ladders up to company goals and are empowered to propose and test improvements. Model Everlywell’s values in all decisions and communications and foster an inclusive environment across team members. What You Bring: 15+ years of progressive operations leadership experience, including significant time leading multi-function operations teams. Track record of owning complex operational portfolios and delivering measurable improvements in customer experience and quality. Experience driving cross-functional work across different departments, including Product, Engineering, Commercial and Finance, with a strong reputation as a collaborative, solutions-oriented partner. Strong quantitative and analytical orientation; comfortable using data to diagnose issues, prioritize initiatives, and communicate trade-offs with executives and frontline teams. Why Everlywell: An opportunity to lead and design an integrated operations organization that drives Everlywell’s next chapter of growth and profitability. High-ownership executive role reporting to the COO with meaningful influence over how we serve consumers and patients at scale. Competitive compensation, equity, and benefits. #J-18808-Ljbffr