• Reporting to the Sr. Director, Member Operations, you will help operate and continuously improve the operating model for evermore’s Customer Care function. • This is a hands-on build , and uniquely modern operations role: you will help design, deploy, and continuously improve the agentic Care system: voice and chat AI agents, agent-assist for human reps, automated knowledge retrieval, and AI-driven QA, alongside the human workforce that handles what AI cannot. • You will help drive how Care scales, contributing across the vendor strategy, the AI agent stack, the workforce model across humans and agents, the technology infrastructure, the learning system, and the analytics layer. • 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 client QBRs and operating reviews. • You will partner closely with peers across Operations, Implementation, Finance, Product, Strategy and Solution Development, Marketing, Engineering, and Account Management, and especially closely with AI/ML and Product on the agentic Care roadmap.

• Own a creative type and a priority industry at a global level, maintaining connections with Operations Analysts for local processes and partnering with Product and Commercial to understand strategy. • Participate in strategic cross-functional meetings representing Content & Data from a global perspective, providing process input and updates. • Use data to make recommendations for improvements in global Operations for creative and/or industry processing, completion, and quality execution. • Build requirements and make recommendations to Leadership and Product for creative flow enhancements to drive efficiency and quality. • Own advanced troubleshooting of client-driven issues and provide in-depth root cause analysis, including system and/or process updates as needed. • Recommend standards for quality and SLAs for assigned creative and industry globally, in consultation with Operations Analysts, Quality Analysts, Product, Commercial, Operations Leadership, and Governance. • Own and audit advanced client-specific requests and project work to ensure no omissions or errors exist. • Participate in day-to-day quality exercises as needed. • Own global Operations strategic projects for process. • Track the impact of system and process changes post-launch and drive continuous improvement factoring in efficiency and budget implications. • Maintain master knowledge of Operations systems, creative types, and the product catalog. • Create and update complex product records within a centralized Product Catalog while following strict governance standards. • Analyze data to make business recommendations and report on data volume, coverage, status, and other key performance metrics.

• Own a creative type and a priority industry at a global level, maintaining connections with Operations Analysts for local processes and partnering with Product and Commercial to understand strategy. • Participate in strategic cross-functional meetings representing Content & Data from a global perspective, providing process input and updates. • Use data to make recommendations for improvements in global Operations for creative and/or industry processing, completion, and quality execution. • Build requirements and make recommendations to Leadership and Product for creative flow enhancements to drive efficiency and quality. • Own advanced troubleshooting of client-driven issues and provide in-depth root cause analysis, including system and/or process updates as needed. • Recommend standards for quality and SLAs for assigned creative and industry globally, in consultation with Operations Analysts, Quality Analysts, Product, Commercial, Operations Leadership, and Governance. • Own and audit advanced client-specific requests and project work to ensure no omissions or errors exist. • Participate in day-to-day quality exercises as needed. • Own global Operations strategic projects for process. • Own project management for the effective rollout of global Operations system and/or process changes. • Track the impact of system and process changes post-launch and drive continuous improvement factoring in efficiency and budget implications. • Maintain master knowledge of Operations systems, creative types, and the product catalog. • Create and update complex product records within a centralized Product Catalog while following strict governance standards. • Serve as a point of contact for establishing ground truth and master knowledge of the product catalog. • Analyze data to make business recommendations and report on data volume, coverage, status, and other key performance metrics.

• Support and oversee multiple school locations within an assigned region. • Provide high-quality, individualized educational experiences for children and families. • Drive operational excellence and ensure high-quality educational outcomes. • Mentor teams and lead effectively in a dynamic environment. • Collaborate with leadership teams to shape the future of the organization.