Vice President, Operations

About Everlywell

Everlywell is a digital health organization focused on the future of biomarker intelligence. By bringing together AI-enabled technology and human expertise, the company turns complex biomarker information into practical, personalized health guidance. Its platform blends advanced diagnostics, virtual care, and patient engagement to improve how health services are delivered and experienced.

Over the last ten years, Everlywell has generated nearly 1 billion personalized health insights, supported care for 60 million people, and served hundreds of enterprise partners. In 2025, roughly 1 in 94 U.S. adults used an Everlywell test, making the company the leading at-home testing brand in the country. Designed for scale and powered by AI, the organization is working to remove access barriers, close care gaps, and create a more connected healthcare experience that is faster, smarter, and more personalized.

Role Overview

The Vice President, Operations will be a senior executive accountable for creating and running a unified operations organization that delivers an outstanding customer experience while improving efficiency, quality, and scalability. This leader will oversee Customer Experience (Cx), the Project Management Office (PMO), Client Operations (Client Ops), and Print Communications (Print Comms) as one integrated portfolio, keeping these teams aligned with the company’s strategic and financial objectives.

Reporting to the Chief Operating Officer, this person will shape and execute the operating model for daily service delivery, complex cross-functional programs, and customer commitments. The role requires balancing service quality, operational efficiency, and cost, while partnering closely with Product, Engineering, Clinical, Commercial, Marketing, and Finance to ensure initiatives are launched and scaled with strong operational discipline.

Key Responsibilities

• Own the full operations strategy and performance across Cx, PMO, Client Ops, and Print Comms, with defined targets for NPS, SLAs, quality, and productivity.
• Convert company and functional priorities into an operating plan that covers organizational structure, capability development, and annual planning for the operations portfolio.
• Build an AI-first, automation-led operating model that reduces repetitive work, improves consistency, and expands team leverage.
• Work with Finance to create and manage budgets, plan operational capacity, and keep the function on track to meet cost and margin goals without compromising service standards.
• Develop and coach a strong leadership team across Cx, PMO, Client Ops, and Print Comms, with clear accountability, team charters, and success measures.
• Own the service model across all customer touchpoints, from incoming support and issue handling to program execution and print communication, ensuring experiences remain consistent and aligned with the brand.
• Direct the PMO as the central coordination hub for launching customer-facing programs across functions.
• Ensure Client Ops carefully manages customer commitments and supports successful program outcomes.
• Lead Print Comms so communications are accurate, high quality, and delivered in a timely, scalable way.
• Guide the Cx team in representing the company and its customers through inbound and outbound communication, patient experience, care navigation support, client reporting, and service operations, while keeping interactions compliant, efficient, and high quality.
• Modernize Cx and adjacent teams through automation and AI-enabled workflows that cut manual effort and improve consistency.
• Keep teams aligned to commercial commitments through clear playbooks and execution standards.
• Set and maintain an operating rhythm that promotes transparency, accountability, and quick problem resolution across the operations function.
• Partner with Clinical, Compliance, and Legal to ensure operational processes and communications meet regulatory, privacy, and quality requirements.
• Work with Product and Engineering to optimize tools and systems for customer and patient delivery.
• Create and maintain a strong metrics and analytics framework across all covered teams to measure performance and guide improvement efforts.
• Collaborate with Analytics and Finance to develop reporting tools that show real-time operational health and its effect on revenue, margin, and customer outcomes.
• Lead the transformation of the group into a fully integrated, technology-optimized engine for customer and patient success.
• Attract, develop, and retain top talent across all levels, while building succession depth and leadership continuity in the function.
• Foster a culture of clarity, accountability, and coaching where team members understand how their work supports company goals and are encouraged to test improvements.
• Model the company’s values in decisions and communication, while supporting an inclusive team environment.

Experience and Qualifications

• At least 15 years of progressive leadership experience in operations, including substantial experience managing multi-function operations teams.
• Proven success leading complex operational portfolios and improving customer experience and quality outcomes in measurable ways.
• Strong history of working across Product, Engineering, Commercial, and Finance teams as a collaborative, solution-focused partner.
• Highly analytical and comfortable using data to diagnose issues, prioritize work, and explain trade-offs to executives and frontline teams.

Why This Opportunity Stands Out

• The chance to design and lead an integrated operations organization that supports the company’s next stage of growth and profitability.
• A high-ownership executive position reporting to the COO with significant influence over consumer and patient service at scale.
• Competitive compensation, equity, and benefits.

Important Notice

The company states that it never asks candidates for fees, payment, or banking information during recruitment. Official communications and interview invitations will only come from verified email addresses ending in @everlywell.com or @everlyhealth.com. Candidates should use the company’s official careers page when applying.

The company also notes that artificial intelligence tools may be used to support parts of the hiring process, such as application review, resume analysis, or response evaluation. These tools assist recruiters but do not replace human judgment, and final hiring decisions are made by people. Candidates seeking information about data processing may contact the company directly.