Senior Director, Support Operations
About the role
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 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. This is a senior leadership role with full accountability for service quality, operational throughput, and the unit economics of delivery.
What makes this role distinct is its breadth. You will own how the member-facing operation scales: the workforce model, the vendor strategy, the technology stack, the client-facing motion, and the fulfillment supply chain, and you will build the team that runs each of those pillars day to day. 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.
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 ...