Senior Manager, Client Experience & Risk Optimization (CERO)

About Judi Health

Judi Health is an enterprise health technology company providing a comprehensive suite of solutions for employers and health plans, including:

• Judi Rx, a public benefit corporation delivering full-service pharmacy benefit management (PBM) solutions to self-insured employers,
• Judi Health™, which offers full-service health benefit management solutions to employers, TPAs, and health plans, and
• Judi®, the industry’s leading proprietary Enterprise Health Platform (EHP), which consolidates all claim administration-related workflows in one scalable, secure platform.

Together with our clients, we’re rebuilding trust in healthcare in the U.S. and deploying the infrastructure we need for the care we deserve. To learn more, visit www.judi.health.

About the Role

The Senior Manager, Client Experience & Risk Optimization leads risk-based operational initiatives from intake through execution, ensuring client-impacting issues, audits, and performance guarantee (PG) commitments are captured consistently, assigned clear ownership, structured into actionable workstreams, and tracked to resolution. Reporting into Risk Management leadership, the Manager builds and owns the operating model that integrates risk management, project execution, analytics, and process improvement across the Audit, PG, and CERO functions. The Manager directly leads a team of Analysts, partners cross-functionally with Legal, Compliance, Finance, Client Services, and Technology, and delivers the reporting and analysis leadership needs to understand emerging risks, recurring issues, workload trends, and opportunities for operational improvement.

Responsibilities

• Team Leadership & Development
  • Directly manage, coach, and develop the Audit, PG, and CERO Analysts.
  • Establish performance expectations, priorities, and development plans for team members.
  • Oversee workload management, resource allocation, and operational execution across all assigned functions.
  • Foster a culture of accountability, collaboration, continuous improvement, and operational excellence.
• Operational Governance & Execution
  • Lead intake, triage, prioritization, tracking, and resolution processes across Audit, PG, and CERO functions.
  • Ensure workflows are standardized, documented, scalable, and consistently executed.
  • Maintain SOPs, process documentation, governance standards, and operational controls.
  • Coordinate cross-functional activities and manage escalations impacting operational performance or risk.
• Project & Initiative Management
  • Structure risk-based initiatives into project plans with defined scope, milestones, owners, and timelines.
  • Organize and execute cross-functional workstreams, coordinating resources and dependencies from intake through completion.
  • Manage changes to initiative scope and evaluate progress, developing mitigation plans when timelines or deliverables are at risk.
  • Facilitate working sessions and apply consistent project and governance methodology across the team.
• Reporting, Analytics & Operational Visibility
  • Lead development of operational reporting, dashboards, KPIs, and analytics that provide visibility into audit readiness, PG performance, intake trends, operational risks, and overall organizational performance.
  • Partner with Analytics and Technology teams to automate reporting processes, improve data visibility, and reduce manual effort.
  • Analyze trends, recurring issues, operational bottlenecks, and emerging risks to support proactive decision-making.
  • Provide leadership with actionable insights, reporting, and recommendations based on data and performance indicators.
• Process Optimization & Continuous Improvement
  • Identify opportunities to streamline workflows, automate processes, and improve operational effectiveness.
  • Lead continuous improvement initiatives utilizing data, stakeholder feedback, and root-cause analysis.
  • Drive implementation of process enhancements that improve efficiency, quality, and scalability.
  • Support development of operational frameworks that strengthen organizational readiness and reduce risk.
• Cross-Functional Partnership & Risk Support
  • Partner with Risk Management leadership to support audit readiness, regulatory compliance, and performance guarantee oversight.
  • Collaborate with Legal, Compliance, Finance, Client Services, and Technology teams to address operational challenges and risk-related activities.
  • Support strategic initiatives requiring operational coordination, reporting, and execution.
  • Escalate significant risks, trends, and operational concerns to leadership as appropriate.

Requirements

• Education & Experience
  • Bachelor's degree required
  • 5+ years of operations, analytics, risk, or process improvement experience
  • 2+ years of leadership experience
• Technical & Analytical Skills
  • Dashboard and KPI development
  • Reporting and analytics experience
  • Process improvement and automation experience
  • Advanced Excel proficiency
• Leadership & Communication
  • Cross-functional stakeholder management
  • Team development and coaching
  • Ability to manage competing priorities

Preferred Qualifications

• Experience in healthcare, PBM, health plan, payer, audit, compliance, or risk management environments.
• Experience with Power BI, Tableau, SQL, or similar analytical and reporting tools.
• Knowledge of performance guarantees, contract governance, audit management, or operational risk programs.
• Experience building reporting and operational performance frameworks from the ground up.

Pay

The actual base salary will depend on several factors such as: experience, knowledge, skills, and location of the job.

• Remote, US Salary Range: $95,200 USD - $169,000 USD
• New York, NY Salary Range: $135,200 USD - $169,000 USD
• Denver, CO Salary Range: $124,000 USD - $155,000 USD
• Charlotte, NC Salary Range: $112,800 USD - $141,000 USD