• Reporting to the COO, you will own the end-to-end member and customer experience across three connected functions at evermore: the Care team (frontline member support across phone, chat, and email), Customer Success (client retention, expansion, and the executive relationship with each health plan and retail partner), and Print/Ship Operations (the fulfillment engine that gets physical materials: cards, kits, and member communications to the right member at the right time. • You will set the multi-year roadmap, own the operating budget and unit economics, and represent these functions in client QBRs, executive reviews, and new business pursuits. • You will partner closely with peers across Product, Engineering, Implementation, Finance, Commercial, and People. • The right person for this role is a seasoned operations leader who has run a multi-function service organization at scale: contact center, customer success, and physical fulfillment in a regulated, B2B2C environment where service quality, compliance, and unit economics all have to hold at the same time.

• Manages platform operations for clients or a small operations team. • Guides platform maintenance and execution tasks. • Collaborates with departments for new platform builds and troubleshooting issues. • Communicates direction on designing and implementing new solutions. • Advises managers on status updates, issues, or concerns. • Assists in reviewing documentation and architecture diagrams. • Administers onsite and remote assistance. • Participates in planning, daily meetings, backlogs sessions. • Identifies areas of opportunity to improve our service offering. • Performs other duties as assigned. • Complies with all policies and standards.

• Process payments to creators, vendors, and suppliers, and ensure they're made on time. • Track incoming and outgoing payments, and keep records and financial documentation organized and up to date. • Follow up on outstanding and new receivables. • Follow collections not yet invoiced with internal teams and clients. • Generate invoices for U.S. entities, support customer billing, and follow up on billing through external firms. • Record and reconcile banking transactions across banking and vendor portals. • Operate and track cash flow, keeping inflows and outflows up to date. • Support with month-end reporting and reconciliations. • Use AI and automation tools to speed up routine finance tasks and reduce manual work. • Handle general administrative tasks related to clients, vendor portals, and daily finance operations.

• Support cross-functional teams responsible for efficient automated workflow processing • Monitor and maintain operational workflows to ensure processing accuracy and service level targets are met • Troubleshoot workflow issues and coordinate identification and resolution with internal stakeholders • Communicate workflow status changes and operational updates to external stakeholders • Assist in generating, reviewing, analyzing, and creating operational reports and data queries • Monitor and analyze metrics associated with the performance and success of automated workflows • Partner with stakeholders to understand business pain points and operational challenges • Assess enhancement requests and monitor status of existing requests