VP, Operations

Operations Strategy & Ownership

• Own the end-to-end operations strategy and performance across Cx PMO Client Operations and Print Communications with clear goals for NPS SLAs quality and productivity.

• Translate company and functional strategy into an operating plan including organizational design capability roadmap and annual plans for the operations portfolio.

• Establish an AI-first automation-forward operating model that uses technology to reduce manual work improve consistency and increase leverage across teams.

• Partner with Finance to build and manage budgets forecast operational capacity and ensure the organization meets cost and margin targets while protecting service levels.

Leadership of Cx PMO Client Ops & Print Comms

• Lead and develop a high-performing leadership bench across Cx PMO Client Ops and Print Comms with clear charters ownership and success metrics for each team.

• Own the service delivery model for all customer touchpointsfrom inbound support and issue resolution to program execution and print communicationsensuring consistent brand-aligned experiences.

• Oversee the PMO as the central engine for cross functional launch of customer programs.

• Ensure Client Ops tightly manages customer commitments and program success.

• Lead a Print Comms team that consistently delivers high quality accurate communications in a timely and scalable manner.

• Lead a Cx team that effectively represents Everlywell and its customers in its interactions with patients including inbound and outbound communications patient experience care navigation support client reporting and service operationsensuring high-quality compliant and efficient interactions across all touchpoints.

• Transform Cx and the other teams through an AI-first automation-forward operating model that uses technology to reduce manual work improve consistency and increase leverage.

• Ensure teams are tightly aligned to commercial commitments with clear playbooks for success.

• Build and maintain an operating cadence that drives transparency accountability and rapid issue resolution across all operations functions.

Cross-Funcational Alignment and Performance

• Work closely with Clinical Compliance and Legal to ensure operational processes and communications meet regulatory privacy and quality standards.

• Partner with Product and Engineering to ensure tools and systems are optimized to deliver successfully for customers and their patients.

• Build and maintain a robust metrics and analytics framework across Cx PMO Client Ops and Print Comms to systematically measure performance and drive improvement.

• Partner with Analytics and Finance to develop tools that provide real-time visibility into operational health and its impact on revenue margin and customer outcomes.

• Transform the team into an integrated technology-optimized customer and patient delivery and success engine.

People Leadership & Culture

• Attract develop and retain top operational talent across all levels; ensure strong succession plans and leadership depth in Cx PMO Client Ops and Print Comms.

• Build a culture grounded in clarity accountability and coaching where teams understand how their work ladders up to company goals and are empowered to propose and test improvements.

• Model Everlywells values in all decisions and communications and foster an inclusive environment across team members.

• 15 years of progressive operations leadership experience including significant time leading multi-function operations teams.

• Track record of owning complex operational portfolios and delivering measurable improvements in customer experience and quality.

• Experience driving cross-functional work across different departments including Product Engineering Commercial and Finance with a strong reputation as a collaborative solutions-oriented partner.

• Strong quantitative and analytical orientation; comfortable using data to diagnose issues prioritize initiatives and communicate trade-offs with executives and frontline teams.

• An opportunity to lead and design an integrated operations organization that drives Everlywells next chapter of growth and profitability.

• High-ownership executive role reporting to the COO with meaningful influence over how we serve consumers and patients at scale.

• Competitive compensation equity and benefits.