Manager, Care Operations

evermore

10h•Remote

About The Position

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.

Requirements

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
Demonstrated experience designing and delivering training programs or onboarding curriculum in a contact center or BPO environment
Genuine operational instincts with a talent for developing people
Hands-on experience building or maintaining a knowledge base, LMS, or e-learning content library
Proficiency with Salesforce (Service Cloud preferred), contact center platforms (e.g. Vonage), and workforce or case management tools
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.
A systems thinker who connects dots across operations, quality, training, and technology.
Highly adaptable, with a genuine appetite for new tools, AI applications, and automation.
Strong written and verbal communication skills.
A clear passion for, if not direct experience in, addressing health inequities.
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.

Nice To Haves

experience in a healthcare, Medicare Advantage, Medicaid, or benefits administration environment is a strong plus.
familiarity with authoring tools such as EasyGenerator, Articulate, or similar platforms is a meaningful plus.
comfort working across multiple systems and a willingness to go deep in the tools the business runs on.

Responsibilities

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

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