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Director, Account Management Operations
Navitus Health SolutionsDirector of Account Management Operations at Navitus, focusing on operational excellence and scalability. Partnering with various teams to ensure exceptional client experiences and organizational performance.
About the role
Key responsibilities & impact- Translate company and departmental strategies into clear operational priorities, performance expectations, and execution plans.
- Design, implement, and continuously improve operational processes, workflows, and governance models to improve efficiency, quality, and client outcomes.
- Establish and monitor key performance indicators (KPIs), service‑level expectations, and operational benchmarks; analyze trends and drive data‑informed improvements.
- Serve as a senior escalation point for complex operational and cross‑functional issues impacting client service delivery.
- Partner cross‑functionally to align operational capabilities with client needs, product evolution, regulatory requirements, and business growth.
- Lead and sponsor company and department‑level initiatives focused on standardization, automation, risk mitigation, and operational maturity.
- Provide executive‑level operational reporting and insights to senior leadership, highlighting performance, risks, and opportunities.
- Promote operational discipline, data literacy, and change management practices across Customer Success teams.
- Represent Customer Success Operations in enterprise forums, governance bodies, and cross‑functional leadership discussions.
- Provide operational leadership and strategic oversight for Customer Success Operations, ensuring consistent, scalable service delivery across client segments and teams.
Requirements
What you’ll need- Bachelor’s degree in business, healthcare administration, operations, or a related field, or equivalent work experience, required.
- 8+ years of progressive experience in customer success, account operations, healthcare operations, or a related field required.
- 5+ years of leadership experience with proven ability to lead and develop high-performing teams required.
- Demonstrated experience driving operational improvements, performance management, and cross‑functional initiatives required.
- Knowledge of pharmacy benefit management, healthcare, or managed care operations preferred.
- Proven ability to influence across organizational boundaries and work effectively with executive‑level stakeholders required.
- Participate in, adhere to, and support compliance program objectives.
- The ability to consistently interact cooperatively and respectfully with other employees.
Benefits
Comp & perks- Top of the industry benefits for Health, Dental, and Vision insurance
- 20 days paid time off
- 4 weeks paid parental leave
- 9 paid holidays
- 401K company match of up to 5% - No vesting requirement
- Adoption Assistance Program
- Flexible Spending Account
- Educational Assistance Plan and Professional Membership assistance
- Referral Bonus Program – up to $750!
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
operational processesworkflowsgovernance modelskey performance indicatorsdata analysisperformance managementoperational improvementschange managementstandardizationautomation
Soft Skills
leadershipinfluencingcross-functional collaborationcommunicationstrategic oversightproblem-solvingdata literacyoperational disciplineteam developmentclient service delivery