Manager, Care Operations

Location: Remote, from California, Florida, Georgia, Maryland/District of Columbia, Massachusetts, New Jersey, North Carolina, Ohio, Pennsylvania, Texas 

• →5+ years in contact center or care operations, with at least 2 years managing BPO vendors or frontline teams; healthcare, Medicare Advantage, Medicaid, or benefits administration experience is a strong plus
• →Demonstrated BPO vendor accountability — SLA reviews, scorecard management, root cause diagnosis, and measurable performance improvement over time
• →Experience designing and delivering training programs or onboarding curriculum in a contact center or BPO environment — turning complex processes and regulatory requirements into clear, actionable agent resources
• →Hands-on experience building or maintaining a knowledge base, LMS, or e-learning content library; familiarity with authoring tools such as EasyGenerator or Articulate is a meaningful plus
• →Proficiency with contact center platforms (e.g., Amazon Connect), workforce management tooling (e.g., Assembled), contact center systems (e.g., Zendesk), and knowledge management platforms (e.g., Confluence) — you are the operational owner of the stack
• →Experience with QA programs — calibration sessions, coaching frameworks, and working with BPO partners and frontline supervisors to close performance gaps
• →Working knowledge of CMS-regulated programs such as Medicare Advantage or Medicaid — compliance demands, member communication standards, and audit requirements in a regulated environment
• →An analytics orientation — comfortable pulling and interpreting operational data to drive decisions, build reports, and present a clear performance narrative
• →A high-accountability, high-ownership mindset who thrives in ambiguity, manages multiple workstreams simultaneously, and takes problems through to resolution without handing them off
• →A systems thinker and collaborative leader who connects dots across operations, quality, training, and technology — coaching across levels, building inclusive environments, and driving sustainable improvements rather than one-time fixes
• →Bachelor’s degree in a relevant field or equivalent professional experience  

Other Requirements 

• →Occasional 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. 

Benefits & Perks 

• →Competitive base salary ranging from $90,000 to $105,000, 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
• →Remote, from the designated state(s) we are hiring in for this role: California, Florida, Georgia, Maryland/District of Columbia, Massachusetts, New Jersey, North Carolina, Ohio, Pennsylvania, Texas 

(Please note the above benefits & perks are for full-time employees) 

Notice to Candidates:  
To ensure fairness and proper consideration, we do not accept resumes or expressions of interest via email or social media messages. If you’re interested in a role, please submit your application directly through our careers page. 

evermore Inc. is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Applicants requiring reasonable accommodation for the application and/or interview process should notify a representative of the People Operations Team via careers@evermoreoutcomes.com. 

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.