Senior Director, Support Operations
New
E
evermoreHealth Benefits Technology
Work anywhere in the USA as we are a fully distributed team from coast to coastFull-TimeDirector
SalaryCompetitive base salary ranging from $212,108 to $221,760, discretionary bonus, and equity
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Job Details
- Experience
- 10+ years
- Required Skills
- Operations ManagementStrategyBudgetingData analyticsCustomer Success
Requirements
- 10+ years of experience in operations, customer success, or service delivery leadership.
- 5+ years leading multiple functions or a team of 50+ people, including managing managers.
- Proven track record running high-volume service operations or contact centers against SLAs.
- Direct experience owning a P&L or multi-million-dollar operating budget.
- Experience managing vendors at scale, including contracting and senior relationship management.
- Experience in B2B2C models, specifically within healthcare, Medicare Advantage, Medicaid, or benefits administration.
- Proven ability managing physical fulfillment, print, or mail operations.
- Strong analytics orientation with experience building dashboards and reporting to executive audiences.
- Ability to move between high-level strategy and hands-on operational execution.
- Strong written and verbal communication skills for executive and board-level presentations.
Responsibilities
- Define the multi-year operating model across Care, Customer Success, and Print/Ship Operations.
- Build and lead a team of managers across three functions, holding a high bar for leadership development.
- Manage the operating budget and unit economics, including human handling, vendor spend, and fulfillment costs.
- Represent Support Operations in executive reviews, board meetings, and client QBRs.
- Own service levels (phone, email, chat) for the Care function and workforce scheduling models.
- Drive retention and health-scoring frameworks for health plan and retail partner accounts.
- Manage fulfillment throughput, vendor SLAs, and supply chain capacity models for print/mail operations.
- Architect the data and technology roadmap for support tools, CRM, and fulfillment systems.
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