Evermore

Overview

Reporting to the Associate Director, Care Operations, you will own and run evermore’s Customer Care function day-to-day-a multi-vendor BPO environment supporting members and caregivers across multiple health plans and benefit program brands – partnering with Product, Implementation, Engineering, Finance and Customer Success to deliver consistent, high-quality care experiences at scale. This is a chance to build deep operational expertise across vendor governance, technology, quality and learning in a high-growth health benefits company where your work directly impacts members’ access to the be

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 administr

Requirements & Eligibility

• 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

Key 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 brand
• 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 s
• 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
• 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
• 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 operati
• 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 te