Senior Manager, Care Operations
New
E
evermoreHealthcare Technology
Work anywhere in the USA as we are a fully distributed team from coast to coastFull-TimeManager
SalaryCompetitive base salary ranging from $144,630-$154,260, discretionary bonus, and equity
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Job Details
- Experience
- 7–10 years of experience in contact center or care operations
- Required Skills
- SalesforceQuality AssuranceData analytics
Requirements
- 7–10 years of experience in contact center or care operations, including leadership of programs or teams.
- Direct experience deploying and operating AI in a customer support or contact center environment.
- A working understanding of how modern LLM-based agentic systems are built and evaluated.
- Experience owning a multi-vendor BPO environment at scale.
- Track record of building and scaling Care operations in healthcare, Medicare Advantage, Medicaid, or benefits administration.
- Demonstrated experience executing an operating plan, including budget management and stakeholder reporting.
- Experience leading learning, knowledge, and quality functions within a Care organization.
- Strong analytics orientation and fluency with Care data systems.
- Ability to move fluently between strategy and execution.
- Systems thinking ability to connect dots across operations, quality, training, technology, AI, and finance.
Responsibilities
- Shape the Care operating model, including the mix of internal teams, BPO partners, and AI agents.
- Model Care unit economics, including cost-to-serve analysis and vendor negotiation strategies.
- Own the AI agent roadmap, including voice/chat agents, agent-assist copilots, and AI-driven quality assurance.
- Establish the evaluation framework for AI agents, including red-teaming, human review, and compliance guardrails for PHI handling.
- Set the vendor strategy, including partner selection and management of service level agreements.
- Direct workforce management strategy across humans and AI to manage capacity for complex operational initiatives.
- Define the metrics that matter, such as deflection rate, AI containment, and hallucination rate.
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