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About the Role

The Vice President, Operations is a senior leader responsible for building and running an integrated operations organization that delivers a consistently exceptional customer experience while driving efficiency, quality, and scalability. This executive will lead Customer Experience (Cx), the Project Management Office (PMO), Client Operations (Client Ops), and Print Communications (Print Comms) as a unified operations portfolio, ensuring these teams are aligned, high-performing, and tightly connected to Everlywell’s strategic and financial goals. Reporting directly to the Chief Operating Officer, this leader will define and execute the operating model for day-to-day service delivery, complex cross-functional initiatives, and customer commitments—balancing experience, quality, and cost. They will partner with Product, Engineering, Clinical, Commercial, Marketing, and Finance to ensure that programs are designed, launched, and scaled with operational excellence at the core.

Responsibilities

• Own end-to-end operations strategy and performance across Customer Experience (Cx), Project Management Office (PMO), Client Operations, and Print Communications.
• Translate company and functional strategy into an operating plan, including organizational design, capability roadmap, and annual plans.
• Establish an AI-first, automation-forward operating model to reduce manual work, improve consistency, and increase leverage.
• Partner with Finance to build and manage budgets, forecast operational capacity, and meet cost and margin targets.
• Lead and develop a high-performing leadership bench across Customer Experience (Cx), Project Management Office (PMO), Client Operations, and Print Communications.
• Own the service delivery model for all customer touchpoints, ensuring consistent, brand-aligned experiences.
• Oversee the Project Management Office (PMO) for cross-functional launch of customer programs.
• Ensure Client Operations manages customer commitments and program success.
• Lead the Print Communications team to deliver high quality, accurate, timely, and scalable communications.
• Lead the Customer Experience (Cx) team to represent Everlywell and its customers in patient interactions, ensuring high-quality, compliant, and efficient service.
• Transform teams through an AI-first, automation-forward operating model to reduce manual work, improve consistency, and increase leverage.
• Ensure teams are aligned to commercial commitments with clear playbooks.
• Build and maintain an operating cadence for transparency, accountability, and rapid issue resolution.
• Work with Clinical, Compliance, and Legal to ensure operational processes and communications meet regulatory, privacy, and quality standards.
• Partner with Product and Engineering to optimize tools and systems for customer and patient delivery.
• Build and maintain a robust metrics and analytics framework across Customer Experience (Cx), Project Management Office (PMO), Client Operations, and Print Communications.
• Partner with Analytics and Finance to develop tools for real-time visibility into operational health, revenue, margin, and customer outcomes.
• Transform the team into an integrated, technology-optimized customer and patient delivery and success engine.
• Attract, develop, and retain top operational talent, ensuring strong succession plans and leadership depth.
• Build a culture of clarity, accountability, and coaching, empowering teams to propose and test improvements.
• Model company values and foster an inclusive environment.

Requirements

• 15+ years of progressive operations leadership experience, including 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 Product, Engineering, Commercial, and Finance.
• Strong quantitative and analytical orientation, comfortable using data to diagnose issues, prioritize initiatives, and communicate trade-offs.

Experience Level

• 15+ years of progressive operations leadership experience

Benefits

• Competitive compensation
• Equity
• Benefits

About the Company

• Everlywell is a digital health company pioneering the next generation of biomarker intelligence—combining AI-powered technology with human insight to deliver personalized, actionable health answers.
• We transform complex biomarker data into life-changing insights—seamlessly integrating advanced diagnostics, virtual care, and patient engagement to reshape how and where health happens.
• Over the past decade, Everlywell has delivered close to 1 billion personalized health insights, transforming care for 60 million people and powering hundreds of enterprise partners.
• In 2025, an estimated 1 in 94 U.S. adults received an Everlywell test, solidifying our spot as the #1 at-home testing company in the country.
• Fueled by AI and built for scale, we’re breaking down barriers, closing care gaps, and unlocking a more connected healthcare experience that is smarter, faster, and more personalized.