Director, Account Management Operations

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.

Qualifications

• Bachelor’s degree in business, healthcare administration, operations, or a related field, or equivalent work experience, required.
• Master’s degree (e.g., MBA) or equivalent advanced education preferred.
• 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.