Note: The job is a remote job and is open to candidates in USA. evermore is a technology company that administers Smart Benefits connecting people to products and services such as healthy foods, OTC medications, and transportation. The Senior Manager, Care Operations will run the Customer Care function across a multi-vendor BPO environment, overseeing vendor performance, workforce management, technology, training, quality, reporting, documentation, and cross-functional operational projects.
Responsibilities
- Running daily operations across BPO vendor partners — monitoring queue performance, SLA adherence, occupancy, and staffing levels in real time, holding partners accountable to quality, productivity, and compliance expectations across all client brands, and serving as the primary escalation point for operational issues
- Managing BPO partner workforce against staffing requirements and volume forecasts — coordinating intraday adjustments, monitoring occupancy and service level adherence, and holding partners accountable to service level targets across all queues and skill groups using workforce management tooling
- Owning Care’s technology stack day-to-day — administering and maintaining contact center systems (e.g., Zendesk), telephony tools (e.g., Amazon Connect), and contact center tooling; serving as the operational authority for system health, agent access, platform configuration, and issue resolution; partnering with IT and Engineering when technology changes are directed
- Building and maintaining the Care learning infrastructure — new hire onboarding curriculum across BPO partners and internal team members, training materials and job aids built in evermore’s learning tools, and the Care knowledge base across all lines of business including CMS-regulated programs such as Medicare Advantage and Medicaid
- Driving quality and continuous improvement — managing QA calibration sessions and coaching frameworks with BPO teams, analyzing performance data to identify gaps and translate insights into targeted interventions, and building and maintaining operational reporting including BPO scorecards and Care dashboards for internal stakeholders
- Owning Care’s process documentation infrastructure — maintaining operational guides, escalation playbooks, and program-specific documentation ensuring content stays current as products, health plans, and compliance requirements evolve
- Executing and 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
- Serving as a capable, credible operational presence for internal stakeholders — representing Care in cross-functional meetings, contributing to new client onboarding, and communicating performance results and improvement plans with clarity and confidence
Skills
- 5+ years in contact center or care operations, with at least 2 years managing BPO vendors or frontline teams; healthcare, Medicare Advantage, Medicaid, or benefits administration experience is a strong plus
- Demonstrated BPO vendor accountability — SLA reviews, scorecard management, root cause diagnosis, and measurable performance improvement over time
- Experience designing and delivering training programs or onboarding curriculum in a contact center or BPO environment — turning complex processes and regulatory requirements into clear, actionable agent resources
- Hands-on experience building or maintaining a knowledge base, LMS, or e-learning content library; familiarity with authoring tools such as EasyGenerator or Articulate is a meaningful plus
- Proficiency with contact center platforms (e.g., Amazon Connect), workforce management tooling (e.g., Assembled), contact center systems (e.g., Zendesk), and knowledge management platforms (e.g., Confluence) — you are the operational owner of the stack
- Experience with QA programs — calibration sessions, coaching frameworks, and working with BPO partners and frontline supervisors to close performance gaps
- Working knowledge of CMS-regulated programs such as Medicare Advantage or Medicaid — compliance demands, member communication standards, and audit requirements in a regulated environment
- An analytics orientation — comfortable pulling and interpreting operational data to drive decisions, build reports, and present a clear performance narrative
- A high-accountability, high-ownership mindset who thrives in ambiguity, manages multiple workstreams simultaneously, and takes problems through to resolution without handing them off
- A systems thinker and collaborative leader who connects dots across operations, quality, training, and technology — coaching across levels, building inclusive environments, and driving sustainable improvements rather than one-time fixes
- Bachelor's degree in a relevant field or equivalent professional experience
- Occasional 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
- 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
Benefits
- Discretionary bonus
- Equity
- 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
- Remote, from the designated state(s) we are hiring in for this role: California, Florida, Georgia, Maryland/District of Columbia, Massachusetts, New Jersey, North Carolina, Ohio, Pennsylvania, Texas
- Evermore will provide a work laptop, and mouse/keyboard upon request
Company Overview