Senior Director, Support Operations

Role Overview

• 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.
• 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.

Requirements

• 10+ years of experience in operations, customer success, or service delivery leadership, including 5+ years leading multiple functions or a function with 50+ people, with demonstrated experience managing managers and building a multi-layer team
• 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, including the unit economics and the trade-offs across human handling, vendor spend, and technology
• Vendor management experience at scale: selecting, contracting, holding vendors accountable, and personally owning the most senior relationships
• Customer Success leadership experience in a B2B2C model where the buyer (health plan or retail partner) and the end user (member) are different people
• Prior ownership of a physical fulfillment, print, or mail operation, or demonstrated ability to learn the supply chain quickly
• A track record of building and scaling operations in healthcare, Medicare Advantage, Medicaid, benefits administration, or another regulated industry where PHI handling, member communication, and audit requirements are non-negotiable
• Demonstrated experience setting and executing an operating strategy: defining the model, building the roadmap, owning the budget, and reporting on results to executive and board audiences
• Strong analytics orientation: you build the dashboard yourself before you ask someone else to, and you know your numbers cold
• A senior operator who can move fluently between altitude and execution: board-ready strategy on Tuesday, a vendor escalation on Wednesday, a service-level review on Thursday, and brings the same rigor and care to all three
• A systems thinker who connects dots across operations, quality, technology, and finance: you build the case for change with data, sequence the work realistically, and drive sustainable improvements rather than one-time fixes
• Strong written and verbal communication skills: you can write a board-ready operating review, run a tense vendor governance meeting, walk a health plan client through a service issue, and translate operational tradeoffs into clear business language
• A clear passion for, if not direct experience in, addressing health inequities: you understand that benefits access is a health equity issue and that the work you do leading Support Operations has a direct impact on real people’s lives
• Commitment to building a psychologically safe environment and diverse culture that is highly collaborative, strives to set and achieve goals together, and embraces transparency, innovation, and accountability
• A leader of leaders who invests in the people around them, hires and coaches with the same standards they expect of others, and holds the bar for the function.

Benefits

• Competitive base salary ranging from $212,108 to $221,760, discretionary bonus, and equity; depending on experience/qualifications
• 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 from coast to coast