Sr. Manager, Account Management & Operations

About the Role

The Senior Manager of Account Operations (SMAO) is responsible for leading, optimizing, and transforming customer-facing support operations within the Community, Pharmacy and Health segment by ensuring customers receive exceptional experience throughout their lifecycle. This role leads Support Managers and/or Support Coordinators, providing strategic direction, operational leadership, coaching, and talent development while fostering a culture centered on customer advocacy, responsiveness, and service excellence. The role partners closely with internal stakeholders at all levels and across departments to resolve escalations, protect modeled financials, ensure contract-aligned account setup, resolve complex operational challenges, and drive sustainable business outcomes. This role is accountable for driving customer satisfaction, resolving complex customer challenges, protecting customer relationships, and delivering consistent, high-quality support experiences. The role serves as a trusted operational leader, driving continuous improvement, operational transformation, and organizational change while fostering a culture of accountability, collaboration, innovation, and performance excellence. This role requires a confident leadership presence and the ability to influence, communicate, and present effectively at all levels of the organization, including senior leadership.

Responsibilities

• People Leadership & Team Management: Provide leadership, coaching, performance management, and talent development for Support Managers and/or Support Coordinators, while building organizational capability and succession readiness. Set clear expectations and hold the team accountable for service quality, timeliness, and operational rigor. Balance effective delegation with personal ownership of critical deliverables, escalations, and sensitive issues. Demonstrate consistent LEADRx execution by modeling accountability, integrity, collaboration, and disciplined follow-through, while effectively communicating progress, risks, and recommendations to senior leaders to support informed decision-making.
• Issue Resolution & Escalation Management: Maintain direct engagement in escalations and issue resolution, particularly for complex, high-impact, or cross-functional issues. Acts as a strategic partner by identifying operational risks, recommending solutions, and proactively addressing barriers impacting customer and seller success. Provide resolution across a diverse range of complex problems, exercising judgment to balance speed, accuracy, and business impact.
• Strategic Initiatives & Project Leadership: Partner with senior leadership and cross-functional teams to support strategic initiatives, contributing to execution planning and alignment with business priorities. Lead cross-functional initiatives from problem definition through implementation, ensuring alignment of stakeholders, management of risks, achievement of milestones, and delivery of business outcomes. Apply business and operational context to help inform prioritization, decision-making, and solution design in partnership with stakeholders. Prepare and deliver clear, structured updates and presentations to senior leaders, translating operational complexity into concise insights, risks, and actionable recommendations.
• Process Improvement & Change Enablement: Leads operational transformation initiatives that simplify processes, improve scalability, enhance customer and seller experiences, and drive measurable business outcomes. Advance AIM28 objectives by leveraging AI and emerging technologies to simplify work, accelerate execution, foster innovation, and enable the team to deliver results that matter for customers, sales partners, and the business. Support Internal Leadership by helping identify and reduce administrative burden, enabling teams to stay focused on core selling activities, especially during periods of change. Collaborate on evaluating operational impacts of regulatory, contractual, or policy changes, contributing to the design of support approaches that minimize disruption. Partner with leadership to communicate process changes and operational impacts, ensuring alignment, adoption, and clear understanding at all levels of the organization—including senior stakeholders.
• Territory Insights & Business Impact Awareness: Apply strong business knowledge to identify trends, recurring issues, and areas of opportunity within the assigned territory or region. Analyze operational signals and SFDC data to understand business impact, customer risk, and sales friction points. Translate insights into actionable recommendations and partner with internal teams to support future-state improvements.
• SFDC Case Management & Execution Discipline: Ensure all work is accurately captured and managed through Salesforce (SFDC) case management. Maintain accountability for timely resolution, quality documentation, and adherence to established workflows. Monitor workload, aging cases, and escalation patterns to ensure consistent execution, transparency and modernization. Own and drive resolution of complex case types and escalated issues, leveraging SFDC case management, cross-functional coordination, and sound operational judgment to ensure timely and effective outcomes.
• Strategic Partnership & Influence: Build trusted partnerships with Internal Leadership, customers, and internal business stakeholders. Use operational performance metrics and business insights to influence decision-making, prioritize investments, and drive improvements. Align stakeholders around solutions that balance customer needs, business objectives, and operational sustainability. Provide guidance on contractual requirements, account governance, and operational compliance to ensure alignment with customer agreements and business policies.

Skills

• People Leadership & Talent Development
• Strategic Thinking & Business Acumen
• Cross-Functional Leadership & Influence
• Executive Communication & Leadership Presence
• Operational Excellence & Continuous Improvement
• Business Judgment & Complex Problem Solving
• Change Leadership & Transformation
• LEADRx Leadership
• Data-Driven Decision Making & Performance Management

Requirements

• Degree or equivalent and typically 9+ years relevant experience AND 1+ years employee management experience.
• 9+ years’ account management, sales, support, operations or administration (pharmaceutical industry preferred) experience.
• 1+ years employee management experience.
• Customer-facing; can develop and maintain effective, positive internal/external working relationships with a diverse group of individuals.
• Advanced communication skills: fact-based, clear, logical thought process with a record of success in developing relationships, presenting, and communicating financial results effectively.
• Strong executive presence.
• Ability to work well under pressure and manage multiple competing priorities.
• Problem solving, decisiveness and resolution management.
• Strong follow up skills with ability to meet deadlines.
• Strategic, Innovative Mindset.
• Analytical thinking.
• Project management experience.
• Proficient MS Office suite (Word, Excel, PowerPoint and Outlook).

Physical Requirements

• Up to 10% travel required.
• Candidates within a 50-mile radius of Irving, TX will be required to be onsite 2 days per week.

Pay

Base Pay Range: $102,800 - $171,300. In addition to base pay, other compensation such as an annual bonus or long-term incentive opportunities may be offered.

Schedule

This role offers location flexibility and is open to candidates across the United States. Candidates based in the Dallas–Fort Worth (DFW) area will be hired in a hybrid capacity and are expected to work onsite at our Las Colinas office a minimum of two (2) days per week, with the remaining days worked remotely. Specific in‑office days may be designated based on team needs