Director, Account Management Operations

Darum lohnt es sich

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.