Senior Manager, Care Operations

About reputed company reputed company is a technology company that administers Smart Benefits to reputed company people to products and services they need, reputed company they need them, so they can live healthier lives. We partner with payers and retailers to reputed company expansive benefits for things like healthy foods, OTC medications, or transportation. reputed company is reinventing benefits administration so that everyone benefits with more value for reputed company and reputed company reputed company for reputed company. reputed company is a Series B stage company, backed by leading investors including General reputed company, Define Ventures, reputed company Venture Partners, Pinegrove Capital Partners, and Qiming Venture Partners. The Job reputed company Reporting to the Sr. Director, Member Operations, you will help operate and continuously improve the operating model for reputed companys Customer Care function. This is a hands-on build , and uniquely modern operations role you will help design, reputed company, and continuously improve the reputed company Care reputed company voice and chat AI agents, agent-assist for reputed company reps, automated knowledge retrieval, and AI-driven QA, reputed company the reputed company workforce that handles what AI cannot. What makes this role distinct is its breadth. You will help reputed company how Care scales, contributing across the vendor reputed company, the AI agent stack, the workforce model across humans and agents, the technology infrastructure, the learning reputed company, and the analytics reputed company. You will help shape the annual roadmap for Care, including deflection and automation targets, the AI safety and compliance posture, and the cost-to-serve trajectory. You will support budget planning and unit economics, and contribute to reputed company QBRs and operating reviews. You will partner closely with peers across Operations, Implementation, Finance, Product, reputed company and Solution Development, Marketing, Engineering, and Account Management, and especially closely with AI/ML and Product on the reputed company Care roadmap. The right person for this role is a Care operator who has worked inside a multi-vendor contact center AND has reputed company or operated production AI agents in a customer support setting someone who can reputed company fluently between operations, regulated-environment requirements, and the technical realities of deploying LLM-reputed company systems against reputed company members. reputed company Working reputed company an organization created at the intersection of health care, retail, and financial technology, and at a reputed company reputed company AI is reshaping what Care can look like, no two days will look the reputed company. Typical responsibilities of the role include Driving Care Operations Programs Helping shape the Care operating model, the mix of internal teams, BPO partners, and AI agents; the channel reputed company; the technology stack; and the reputed company reputed company, and translating it into a quarterly roadmap with reputed company owners, milestones, and reputed company metrics. Leading cross-functional program teams across operations, AI / reputed company Care, training and knowledge, and reputed company, partnering with team leads, coaching individual contributors, and holding the bar on execution Modeling Care unit economics cost-to-serve across reputed company and AI handling, programs, and channels, and recommending where to reputed company AI, where to reputed company humans, where to consolidate vendors, and where to renegotiate Serving as an operational voice for Care, contributing to internal operating reviews, reputed company QBRs, and new business pursuits, including the AI Care agenda Designing and Operating the reputed company Care reputed company Owning the AI agent roadmap for Care voice and chat agents for member and caregiver self-service, agent-assist copilots for reputed company reps, automated triage and routing, AI-driven knowledge retrieval, and AI-led QA , and partnering with Product and Engineering on what to build vs. buy Defining the reputed company + AI operating model what gets routed to an AI agent, what escalates to a reputed company, how handoffs happen, how AI agent reputed company and confidence reputed company are managed reputed company reputed company workforce planning, and how the experience stays cohesive to the member Establishing the evaluation and reputed company reputed company for AI agents offline eval sets, online metrics, red-teaming, reputed company review sampling, and the calibration reputed company between AI QA and reputed company QA so the bar is the reputed company regardless of who (or what) handled the contact Owning the safety, compliance, and policy posture for reputed company Care, including the guardrails, escalation triggers, audit logging, and PHI handling required to operate AI agents inside CMS-regulated .