Vice President, Operations

About the Company

Everlywell is a digital health organization focused on the future of biomarker intelligence. It blends AI-enabled technology with human expertise to turn biomarker data into practical, personalized health guidance. The company brings together diagnostics, virtual care, and patient engagement to improve how healthcare is delivered and experienced.

Over the last ten years, Everlywell has generated nearly 1 billion personalized health insights, supported care for 60 million people, and worked with hundreds of enterprise partners. In 2025, about 1 in 94 adults in the United States used an Everlywell test, making it the leading at-home testing brand in the country. Built for scale and powered by AI, the company aims to remove barriers, close care gaps, and create a more connected, faster, and more personalized healthcare experience.

Role Summary

The Vice President, Operations will be a senior executive accountable for creating and leading an integrated operations function that consistently delivers outstanding customer experience while improving efficiency, quality, and scalability. This role will oversee Customer Experience, the Project Management Office, Client Operations, and Print Communications as one connected portfolio, ensuring strong alignment to the company’s strategic and financial objectives.

Reporting to the Chief Operating Officer, this leader will shape and run the operating model for daily service delivery, complex cross-functional initiatives, and customer commitments. The position requires close partnership with Product, Engineering, Clinical, Commercial, Marketing, and Finance to ensure programs are designed, launched, and scaled with operational rigor.

Key Responsibilities

• Set the overall operations strategy and own performance across Customer Experience, PMO, Client Operations, and Print Communications, with clear targets for NPS, service-level agreements, quality, and productivity.
• Convert company and function priorities into an operating plan that covers org design, capability development, and annual planning for the operations portfolio.
• Build an AI-first, automation-led operating model that reduces manual effort, increases consistency, and improves team leverage through technology.
• Work with Finance to create and track budgets, forecast operational capacity, and keep the organization on target for cost and margin objectives without sacrificing service levels.
• Develop and mentor a strong leadership team across Cx, PMO, Client Ops, and Print Comms, with clear responsibilities, ownership, and success measures for each group.
• Own the service-delivery approach across all customer interactions, from support and issue handling to program execution and printed communications, ensuring a consistent brand experience.
• Direct the PMO as the central hub for cross-functional launch execution of customer-facing programs.
• Ensure Client Operations effectively manages customer commitments and supports program success.
• Lead Print Communications so that materials are accurate, high-quality, timely, and scalable.
• Guide the Customer Experience team in representing the company and its customers through inbound and outbound communication, patient experience support, care navigation, client reporting, and service operations while maintaining quality, compliance, and efficiency.
• Modernize Cx and the broader operations teams through automation and technology to reduce repetitive work and increase consistency and capacity.
• Keep all teams closely aligned with commercial commitments through clear operating playbooks.
• Establish a steady operating cadence that promotes visibility, accountability, and fast resolution of issues across the operations organization.
• Partner with Clinical, Compliance, and Legal teams to make sure processes and communications meet regulatory, privacy, and quality expectations.
• Collaborate with Product and Engineering so internal tools and systems are optimized for customer and patient success.
• Create and maintain a strong metrics and analytics framework across all operations functions to monitor performance and identify improvement opportunities.
• Work with Analytics and Finance to build tools that provide real-time insight into operational health and its effect on revenue, margin, and customer outcomes.
• Lead the transformation of the team into a connected, technology-enabled engine for customer and patient delivery and success.
• Attract, develop, and keep excellent operations talent at every level, including building succession plans and leadership depth across the portfolio.
• Foster a culture built on clarity, accountability, coaching, and empowerment, where teams understand how their work supports company goals and are encouraged to test improvements.
• Model the company’s values in decisions and communication while helping maintain an inclusive environment for all team members.

Requirements

• At least 15 years of progressive experience in operations leadership, including substantial responsibility for leading multi-function operations teams.
• Proven success managing complex operational portfolios and improving both customer experience and quality.
• Hands-on experience driving cross-functional work with teams such as Product, Engineering, Commercial, and Finance, along with a reputation as a collaborative, solutions-focused partner.
• Strong analytical and quantitative skills, with the ability to use data to diagnose problems, prioritize initiatives, and explain trade-offs to executives and frontline teams.

Additional Information

The role is based in Austin, Texas and is a full-time onsite position.

Everlywell offers competitive compensation, equity, and benefits.

Security notice: the company does not ask for fees, payment, or banking details at any point in the hiring process. Official messages and interview invitations come only from verified email addresses ending in @everlywell.com or @everlyhealth.com.

Application security guidance: candidates should use the company’s official careers page for applications.

Why This Role

This is an opportunity to design and lead an integrated operations organization that supports the company’s next stage of growth and profitability. The position carries significant ownership and direct influence over how consumers and patients are served at scale, with reporting to the COO.

Location

Austin, TX