Senior Manager, Care Operations

About Our Client

This organization operates at the intersection of health care, retail, and financial technology, focusing on administering Smart Benefits that connect individuals to products and services needed for healthier living. They collaborate with payers and retailers to provide benefits for items such as healthy foods, OTC medications, and transportation. The company is reinventing benefits administration to deliver more value and better outcomes. It is a Series B stage company supported by several leading investors.

About the Opportunity

The Senior Manager, Care Operations is responsible for managing and improving the Customer Care function's operating model. The role involves designing, deploying, and enhancing an integrated Care system that combines AI-driven voice and chat agents, agent-assist tools, automated knowledge retrieval, and AI quality assurance alongside a human workforce. This position influences how Care scales through vendor management, AI and human workforce models, technology infrastructure, learning systems, and analytics, shaping the annual roadmap and ensuring operational efficiency and compliance.

Responsibilities

• Shape the Care operating model, channel strategy, technology stack, and quality framework with a clear quarterly roadmap
• Lead cross-functional teams across operations, AI integration, training, and quality assurance
• Model Care unit economics to optimize AI and human resource deployment and vendor relationships
• Represent Care operations in internal reviews, client meetings, and new business efforts
• Manage the AI agent roadmap, including voice/chat agents, agent-assist tools, triage, routing, knowledge retrieval, and AI-led quality assurance
• Define human and AI interaction models and maintain cohesive member experience
• Establish evaluation and quality frameworks for AI agents with consistent standards
• Oversee safety, compliance, and policy for AI use within regulated programs
• Lead change management to integrate AI with human agents and adapt vendor partnerships
• Drive continuous improvement of AI agents through data analysis and collaboration with AI/ML teams
• Develop and manage vendor strategies, including partner selection, contract negotiations, and performance frameworks
• Direct workforce management for both human and AI agents, including forecasting and capacity planning
• Lead complex operational initiatives such as platform migrations, AI rollouts, and new client launches

Requirements

• Experience managing multi-vendor contact center operations
• Experience building or operating production AI agents in customer support environments
• Ability to navigate operations, regulated environments, and technical deployment of AI systems