Care Operations Lead — Remote Health Benefits

Define Ventures; Chicago (IL); On-site; USD 90,000 - 105,000; Full time

Benefits offered by this job

Salary: $90,000–$105,000 base + bonus/

Medical, Dental, Vision insurance

Remote work in designated states

401(k) program

Discretionary PTO

Parental Leave

EAP

Short/Long-term disability

Job summary

evermore is hiring for a senior operations role overseeing Customer Care in a remote-first environment. You will lead cross-functional teams across Product, Implementation and Engineering to ensure high-quality, scalable member experiences for multiple health plans and benefit brands.

You will manage BPO vendors, drive QA and learning programs, own contact center tech (Zendesk, Amazon Connect) and develop robust operational reporting.

Qualifications

• 5+ years in contact center or care operations, with BPO/vendor management experience.
• Experience designing onboarding/training in a BPO environment; regulatory requirements experience is a plus.
• Proficiency with contact center platforms and knowledge management tools.

Responsibilities

• Run daily operations across BPO partners, monitor queues and SLA adherence.
• Coordinate intraday staffing and forecasted volume with partners.
• Own Care’s technology stack (Zendesk, Amazon Connect) and ensure system health.
• Build and maintain Care learning infrastructure and onboarding materials.
• Drive quality improvements with QA calibration and data-driven interventions.
• Maintain process documentation and escalation playbooks across products and programs.
• Lead cross-functional projects with Product, Implementation, Engineering, and Customer Success.

Skills

BPO governance

SLA management

Training programs

Knowledge base

QA programs

CMS-regulated programs

Education

Bachelor’s degree

Tools

Zendesk

Amazon Connect

Assembled

Confluence

Job description

evermore is hiring for a senior operations role overseeing Customer Care in a remote-first environment. You will lead cross-functional teams across Product, Implementation and Engineering to ensure high-quality, scalable member experiences for multiple health plans and benefit brands.

You will manage BPO vendors, drive QA and learning programs, own contact center tech (Zendesk, Amazon Connect) and develop robust operational reporting.