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. The Job at a Glance Reporting to the Associate Director of Customer Care, you will manage the day-to-day operations of evermore’s Customer Care function, a multi-vendor BPO environment supporting members and caregivers across multiple health plans and benefit program brands in a B2B2C model. This role carries meaningful operational authority: you will own vendor performance, drive quality and workforce outcomes, and serve as the primary point of escalation and coordination across Care. What makes this role distinct is its breadth. In addition to core operations management, you will support the learning and development function for the Care organization, designing and maintaining training content, onboarding programs, and the knowledge base that keeps frontline teams informed and effective. You will also bring an analytics orientation to the work, using performance data, quality trends, and call driver insights to identify gaps, drive improvements, and tell a clear story about Care’s health to senior stakeholders. You will collaborate regularly with cross-functional partners including Operations, Implementation, Finance, Product, Strategy and Solution Development, Marketing, Engineering, and Account Management. The right person for this role is an experienced operator who is also a builder: someone who can drive performance, design a training program, pull and interpret data. What You Will Do Working within an organization created at the intersection of health care, retail and financial technology, no two days will look the same. Typical responsibilities of the role include: Managing BPO vendor performance and day-to-day Care operations Overseeing daily operations across BPO vendor partners - monitoring queue performance, SLA adherence, occupancy, and staffing levels in real time, and serving as the primary escalation point for operational issues across ACT, Startek, or other partner teams Managing vendor relationships through regular performance reviews, scorecard reporting, and structured feedback loops, holding BPO partners accountable to quality, productivity, and compliance expectations across all client brands Coordinating with Workforce Management on scheduling, intraday adjustments, and capacity planning to maintain target occupancy and service level outcomes across queues and skill groups Administering and maintaining Care systems - including Salesforce, telephony platforms, and contact center tooling - and serving as an operational point of contact for system issues, configuration changes, and cross-functional troubleshooting Leading or contributing to operational projects, including platform migrations, new client launches, outbound campaigns, and process improvement initiatives, in close partnership with Product, Implementation, Engineering, and Customer Success teams Owning learning, development, and knowledge management for the Care organization Building and maintaining new hire onboarding curriculum across BPO vendor partners and internal evermore team members, including training plans, product and process modules, and readiness assessments that get agents to proficiency faster and reduce early attrition Developing and maintaining training materials: job aids, call flow scripts, huddle guides, SOPs, and e-learning modules that translate complex health plan, product, and compliance content into clear, actionable resources for frontline Care Specialists Owning and continuously improving the Care knowledge base, partnering with Operations, Product, and Implementation to ensure content stays accurate, accessible, and current across all lines of business, including CMS-regulated programs such as Medicare Advantage and Medicaid Driving quality, performance, and data-informed continuous improvement Analyzing performance data using key performance indictors to identify operational gaps and knowledge deficiencies, and translating those insights into targeted training interventions and process improvements Building and maintaining operational reporting, including BPO scorecards, Care dashboards, and ad hoc analysis that gives internal stakeholders and health plan clients a clear, accurate picture of Care performance across all brands and channels Collaborating with QA and BPO teams to design calibration sessions, coaching frameworks, and reinforcement learning programs that close identified skill gaps and drive measurable score improvement over time Enabling a technology-forward, scalable Care operations Owning system administration and operational configuration across Care platforms, including Salesforce, telephony tools (e.g., Vonage), and contact center systems (e.g., Zendesk) and partnering with IT and Engineering on issue resolution, enhancements, and platform migrations Leveraging learning platforms and knowledge management systems (e.g., EasyGenerator or similar e-learning authoring tools, Confluence) to build scalable content infrastructure, selecting and implementing new tools as the team and client portfolio grows Identifying opportunities to leverage AI, automation, and emerging tools to reduce friction in Care workflows, from knowledge delivery and agent guidance to reporting and quality monitoring, and partnering with Product and Engineering to move those ideas forward Serving as a capable, credible operational presence for internal stakeholders and health plan clients, representing Care in cross-functional meetings, contributing to new client onboarding, and communicating performance results and improvement plans with clarity and confidence About You While every candidate brings a unique resume and prospective, an ideal candidate will have: 5+ years of experience in contact center or care operations, with at least 2 years in a management or supervisory role overseeing BPO vendors, frontline teams, or both; experience in a healthcare, Medicare Advantage, Medicaid, or benefits administration environment is a strong plus. Demonstrated experience designing and delivering training programs or onboarding curriculum in a contact center or BPO environment. You know how to take a complex process or regulatory requirement and turn it into something a frontline agent can actually use on a call. Genuine operational instincts with a talent for developing people. You can hold a vendor accountable on a performance call in the morning and redesign a training module in the afternoon, and you bring the same rigor and care to both. Hands-on experience building or maintaining a knowledge base, LMS, or e-learning content library; familiarity with authoring tools such as EasyGenerator, Articulate, or similar platforms is a meaningful plus. Proficiency with Salesforce (Service Cloud preferred), contact center platforms (e.g. Vonage), and workforce or case management tools; comfort working across multiple systems and a willingness to go deep in the tools the business runs on. An analytics orientation. You are comfortable pulling and interpreting operational data and using those insights to drive decisions, build reports, and present a clear performance narrative to internal and external stakeholders. Experience with quality assurance processes: designing or managing QA programs, reviewing scorecards, running calibration sessions, and working directly with BPO partners or frontline supervisors to close performance gaps. Working knowledge of CMS-regulated programs such as Medicare Advantage or Medicaid, including the compliance demands, member communication standards, and audit requirements that govern operations in a regulated healthcare environment. A hands-on operator who is results-oriented, thrives in ambiguity, and can manage multiple workstreams simultaneously. You don’t wait to be told what needs fixing and you don’t hand problems off; you own them through to resolution. A systems thinker who connects dots across operations, quality, training, and technology. You can diagnose root-cause issues that span multiple functions, build the case for change, and drive sustainable improvements rather than one-time fixes. Highly adaptable, with a genuine appetite for new tools, AI applications, and automation. You actively look for ways to streamline what you own, stay curious about what’s possible, and move quickly from idea to implementation in a fast-moving startup environment. Strong written and verbal communication skills. You can write a crisp executive summary, facilitate a productive calibration session with a BPO partner, and present performance data to a health plan client with equal effectiveness. 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 managing Care 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 collaborative leader who invests in the people around them. You share what you know, coach across levels, create space for others to contribute, and hold yourself to the same standards you expect from the teams you oversee. Other Requirements 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 What We Offer Competitive base salary ranging from $96,425 to $128,550, discretionary bonus, and equity; depending on experience/qualifications Benefits 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 evermore is not currently offering visa sponsorship for this position. Candidates must be legally authorized to work in the United states at the time of application and maintain work authorization throughout employment. evermore is an equal opportunity employer, Minority/Female/Disability/Veteran/LGBTQIA+ – proudly embracing diversity in all its manifestations. Applicants requiring reasonable accommodation for the application and/or interview process should notify a representative of the People Operations Team via Careers@sodahealth.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.