Director, Account Management Operations
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Job Description
Director of Account Management Operations at Navitus, focusing on operational excellence and scalability. Partnering with various teams to ensure exceptional client experiences and organizational performance.
Responsibilities:
- 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:
- 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:
- 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!
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