evermore

Lead the end-to-end member and customer experience by overseeing the Care, Customer Success, and Print/Ship Operations functions. Responsible for setting the multi-year roadmap, managing the operating budget, and ensuring service quality and unit economics across the organization.

Lead the design and operation of a hybrid customer care system integrating AI agents and human workforce. Manage BPO vendor strategies, AI roadmaps, and operational metrics to optimize cost-to-serve and member experience.