Senior Manager, Care Operations
E
evermoreHealth Benefits
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, TexasFull-TimeManager
SalaryCompetitive base salary ranging from $90,000 to $110,000, discretionary bonus, and equity
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Job Details
- Experience
- 5+ years in contact center or care operations, with at least 2 years managing BPO vendors or frontline teams
- Required Skills
- Data AnalysisQuality AssuranceZendesk
Requirements
- 5+ years in contact center or care operations experience.
- At least 2 years managing BPO vendors or frontline teams.
- Proven experience designing and delivering training programs or onboarding curriculum.
- Hands-on experience building or maintaining a knowledge base, LMS, or e-learning content library.
- Proficiency with contact center platforms (e.g., Amazon Connect), workforce management tools (e.g., Assembled), and CRM systems (e.g., Zendesk).
- Experience with QA programs including calibration sessions and coaching frameworks.
- Working knowledge of CMS-regulated programs such as Medicare Advantage or Medicaid.
- Strong data analysis skills with the ability to build reports and present performance narratives.
- High-accountability mindset with the ability to manage multiple workstreams and thrive in ambiguity.
- Bachelor’s degree in a relevant field or equivalent professional experience.
- Comfortable working in a remote-first, distributed team environment.
- Ability to travel occasionally for company events and business needs.
Responsibilities
- Run daily operations across BPO vendor partners by monitoring queue performance, SLA adherence, and staffing levels.
- Manage BPO partner workforce through intraday adjustments and service level monitoring using workforce management tooling.
- Administer and maintain the Care technology stack including Zendesk, Amazon Connect, and other contact center systems.
- Build and maintain Care learning infrastructure, including onboarding curriculum and knowledge base management for CMS-regulated programs.
- Drive quality and continuous improvement through QA calibration, coaching frameworks, and performance data analysis.
- Maintain operational documentation, including escalation playbooks and program-specific guides.
- Execute operational projects such as platform migrations and new client launches in partnership with cross-functional teams.
- Represent the Care function in internal stakeholder meetings and communicate performance results with clarity.
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