Manager, Client Operations

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

📋 Description

• Act as the primary operational liaison for both clients and internal stakeholders.

• Direct a matrix of roles to synchronize client success strategies with projects and resources.

• Collaborate with senior account management and enterprise client leadership to address client priorities.

• Manage discussions with clients regarding timelines, expectations, and issue resolution.

• Balance competing work demands and effectively communicate priorities and handoffs.

• Lead program implementations encompassing member outreach, data ingestion, reporting, and network activation.

• Cultivate and sustain relationships with key stakeholders.

• Reconcile client deliverables with SOW requirements.

• Document client requirements essential for program success.

• Supervise the documentation of client meetings, data entry, minutes, and action items.

• Oversee client direct mail and email campaigns.

• Manage ad-hoc reporting projects and assess their success.

• Forecast and communicate updates and escalations effectively.

• Submit and monitor tickets for client requests.

• Manage internal tracking, documentation, and responses related to member grievances.

• Provide backup account coverage for the Client Success Executive.

• Oversee team utilization, project alignment, and resource allocation.

• Present intricate concepts to clients through data presentations, speaking engagements, and written communication.

• Supervise client-facing deliverables, custom data and reporting requirements, and program metrics utilizing automated operational systems.

⛳️ Requirements

• 4 to 6 years of experience in healthcare account operations, managing complex programs with significant executive visibility.

• 2 to 4 years in planning, resourcing, and executing client-visible projects across product, technical, and delivery teams.

• 2 to 4 years of experience in stakeholder management.

• 1 to 4 years of experience in motivating teams and mentoring colleagues.

• Strong communication skills with clients, including the ability to deliver unfavorable news while maintaining positive working relationships.

• Previous experience with Power BI and Asana.

• Ability to quickly grasp details to coach others or resolve complex issues.

• 1+ years of experience linking operational solutions to client or process challenges.

• Willingness to travel 3–4 days up to 6 times a year.

• 2+ years of experience facilitating presentations to clients and matrixed teams multiple times a week.

• Proven ability to review and organize data in Excel.

• Experience with Google Suite, including Gmail, Sheets, and Slides.

• Bachelor’s degree in business, economics, operations management, or a related field, or an equivalent combination of experience and training.

• Familiarity with Medicare, Medicaid, and Commercial plan structures.

• 1+ years of experience with healthcare risk and quality standards.

• Understanding of SQL data structures and queries.

• Experience using AI agents to extract insights from data.

• Knowledge of STARs, CAHPs, and HEDIS.

• 1+ years of demonstrated expert knowledge of client data use within Signify programs.

• 1+ years of documented expert knowledge of Member Journey materials in Signify programs.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.

• CVS Health bonus, commission, or short-term incentive program in addition to base salary.