Senior Director, Support 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. 

• →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 

• 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

• 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

• Defining the metrics that matter across all three functions: service levels, NRR, fulfillment SLAs, cost-to-serve and ensuring the analytics function produces a defensible, accurate narrative for every audience 
• Owning the technology roadmap for Support Operations: contact center platforms, CRM, WFM tooling, knowledge platforms, and fulfillment systems, and partnering with IT, Engineering, and Product on selection, implementation, and continuous improvement 
• Designing the handoffs between Care, Customer Success, and Print/Ship Operations so the member and the client experience is cohesive, not three disconnected teams
• Serving as a credible, senior operational presence for health plan and retail clients: leading client-facing performance conversations, contributing to large new client onboardings, and acting as the executive escalation point for operational issues

• Travel may be required from time to time as part of the role, for company events and business needs
  
• evermore is a remote-first, distributed workforce. Candidates should be comfortable with, and equipped to work within, a distributed remote team, including having reliable internet access and basic home office equipment. evermore will provide a work laptop, and mouse/keyboard upon request   
• Legal authorization to work in the US is required. At this time, evermore will not consider candidates who need sponsorship, now or in the future 
• All offers for employment are contingent upon successful completion of a background check 

evermore participates in E-Verify, the federal program for electronic verification of employment eligibility. 

To all recruitment agencies: evermore does not accept agency resumes, please do not forward them to any evermore employees.