Director, Account Management Operations

This is a fully remote position, open to applicants in Idaho.

📋 Description

• Convert company and departmental strategies into distinct operational priorities, performance expectations, and execution plans.

• Create, implement, and continually enhance operational processes, workflows, and governance frameworks to boost efficiency, quality, and client outcomes.

• Set and track key performance indicators (KPIs), service-level expectations, and operational benchmarks; analyze trends and drive improvements based on data.

• Act as a senior escalation point for intricate operational and cross-functional challenges affecting client service delivery.

• Collaborate across functions to synchronize operational capabilities with client requirements, product development, regulatory obligations, and business growth.

• Lead and champion company and department-level initiatives aimed at standardization, automation, risk mitigation, and enhancing operational maturity.

• Deliver executive-level operational reporting and insights to senior leadership, emphasizing performance, risks, and opportunities.

• Foster operational discipline, data literacy, and change management practices throughout Customer Success teams.

• Represent Customer Success Operations in enterprise forums, governance bodies, and cross-functional leadership discussions.

• Provide operational leadership and strategic guidance for Customer Success Operations, ensuring consistent and scalable service delivery across client segments and teams.

⛳️ Requirements

• A Bachelor’s degree in business, healthcare administration, operations, or a relevant field, or equivalent work experience, is required.

• A minimum of 8 years of progressive experience in customer success, account operations, healthcare operations, or a related field is required.

• At least 5 years of leadership experience with a proven track record of developing and leading high-performing teams is required.

• Demonstrated experience in driving operational enhancements, performance management, and cross-functional initiatives is required.

• Familiarity with pharmacy benefit management, healthcare, or managed care operations is preferred.

• Established ability to influence across organizational boundaries and effectively engage with executive-level stakeholders is required.

• Participation in, adherence to, and support for compliance program objectives is essential.

• The ability to consistently engage cooperatively and respectfully with colleagues is crucial.

🏝️ Benefits

• Comprehensive industry-leading benefits for Health, Dental, and Vision insurance

• 20 days of paid time off

• 4 weeks of 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 support

• Referral Bonus Program – up to $750!