Senior Director, Support Operations

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evermore

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2021

💼 Conseil

🛡️ Assurance

🏥 Santé

💰 €54 178 463 Series B - Evermore en 2024-12

Consulting • Insurance • Healthcare

Evermore est un cabinet de conseil en talents et un accélérateur basé à Londres, qui s'associe à des startups et des entreprises mondiales pour fournir des talents techniques et exécutifs difficiles à trouver, un conseil stratégique et un soutien à la croissance. Ils agissent comme une extension des organisations clientes, offrant la recherche de talents, des conseils stratégiques et un programme d'accélération pour aider les fondateurs à développer des produits avec une traction initiale. Evermore met l'accent sur une approche axée sur le partenariat, centrée sur le recrutement basé sur la technologie et le développement des affaires.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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