Senior Manager, Care 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 Sr. Director, Member Operations, you will help operate and continuously improve the operating model for evermore’s Customer Care function. • This is a hands-on build , and uniquely modern operations role: you will help design, deploy, and continuously improve the agentic Care system: voice and chat AI agents, agent-assist for human reps, automated knowledge retrieval, and AI-driven QA, alongside the human workforce that handles what AI cannot. • You will help drive how Care scales, contributing across the vendor strategy, the AI agent stack, the workforce model across humans and agents, the technology infrastructure, the learning system, and the analytics layer. • You will help shape the annual roadmap for Care, including deflection and automation targets, the AI safety and compliance posture, and the cost-to-serve trajectory. • You will support budget planning and unit economics, and contribute to client QBRs and operating reviews. • You will partner closely with peers across Operations, Implementation, Finance, Product, Strategy and Solution Development, Marketing, Engineering, and Account Management, and especially closely with AI/ML and Product on the agentic Care roadmap.

🎯 Exigences

• 7–10 years of experience in contact center or care operations, including time leading programs or small teams of individual contributors • Direct experience deploying and operating AI in a customer support or contact center environment: voice or chat AI agents, agent-assist copilots, AI-driven QA, or automated knowledge retrieval, including ownership of the production quality bar, not just sponsorship of someone else's pilot • A working understanding of how modern LLM-based agentic systems are built and evaluated: retrieval, tool use, guardrails, eval sets, online metrics, red-teaming, human-in-the-loop review, sufficient to be a credible operating partner to AI/ML and Product • Experience owning a multi-vendor BPO environment at scale, and a point of view on how vendor partnerships and human roles evolve as AI scales inside Care • A track record of building and scaling Care operations in a healthcare, Medicare Advantage, Medicaid, or benefits administration environment: including the compliance, PHI handling, member communication, and audit requirements that govern operating AI agents in a regulated setting • Demonstrated experience executing an operating plan: contributing to the model, building the roadmap, helping manage the budget, and reporting on results to executive stakeholders • Experience leading the learning, knowledge, and quality function within a Care organization, with a clear point of view on how the knowledge base, training, and QA programs change when AI agents are part of the workforce • Strong analytics orientation and fluency with the data systems Care runs on, including the AI-specific layer of deflection, containment, AI quality, and cost-per-resolution • An operator who can move fluently between strategy and execution: an internal operating review on Tuesday, an AI failure-mode review with the ML team on Wednesday, a vendor escalation on Thursday, and brings the same rigor and care to all three • A systems thinker who connects dots across operations, quality, training, technology, AI, 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 an operating review for executives, run a tense vendor governance meeting, walk a health plan client through how your AI agents work and stay safe, and translate technical AI 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 Care has a direct impact on real people's lives, and you take the responsibility of deploying AI in that context seriously • 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 who invests in the people around them, including the humans whose roles evolve as AI scales, and who coaches and holds the bar with the same standards they expect of others.

🏖️ Avantages

• 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