Manager, Client Operations

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

📋 Description

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

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

• Collaborate with senior account management and client leadership to ensure awareness of client priorities.

• Engage in crucial discussions with clients regarding resolution timelines, expectations, and outstanding requests.

• Manage competing work demands by establishing priorities and communicating handoffs.

• Spearhead program implementations that encompass member outreach, data ingestion, reporting, and network activation.

• Cultivate and sustain relationships with significant stakeholders.

• Align client deliverables with SOW requirements through reconciliation.

• Record client requirements essential for program success.

• Supervise documentation from client meetings, including data entry, minutes, and action items.

• Oversee client direct mail and email marketing campaigns.

• Handle ad-hoc reporting projects while monitoring program effectiveness.

• Anticipate and relay updates and escalations to internal stakeholders.

• Submit and track tickets related to client requests.

• Manage internal tracking, documentation, and responses for member grievances.

• Provide support for account coverage when the Client Success Executive is unavailable.

• Facilitate regular cross-role meetings to monitor and communicate progress.

• Oversee team utilization, project alignment, and resource distribution across matrixed teams.

• Present intricate concepts to clients through clear data presentation, speaking, and writing.

• Ensure delivery and accountability for client-facing outputs, custom data, reporting requirements, and program metrics.

⛳️ Requirements

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

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

• At least 1 year of experience in planning, resourcing, and executing client-visible projects across product, technical, and delivery teams.

• Minimum 1 year of experience in motivating teams to achieve objectives, including mentoring and building colleagues.

• Excellent client communication skills, particularly in delivering unfavorable news while maintaining strong working relationships.

• Quick learner capable of grasping details rapidly to coach others or address complex issues.

• At least 1 year of experience linking operational solutions to client or process challenges.

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

• Experience as the primary facilitator and presenter to clients and matrixed teams multiple times a week for over 2 years.

• Proven ability to review and organize data effectively using Excel.

• Proficient in Google Suite (Gmail, Sheets, Slides).

• Preferred: Familiarity with Medicare, Medicaid, and Commercial plan frameworks.

• Preferred: Minimum 1 year of experience with healthcare risk and quality standards.

• Preferred: Understanding of SQL data structures and queries.

• Preferred: Experience utilizing AI agents to extract insights from data.

• Preferred: Knowledge of STARs, CAHPs, and HEDIS metrics.

• Preferred: At least 1 year of expert knowledge in client data usage within Signify programs.

• Preferred: Over 1 year of documented expert knowledge of Member Journey materials in Signify programs.

🏝️ Benefits

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

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources to support physical, emotional, and financial well-being, subject to eligibility.