[Hiring] Director, Account Management Operations @Navitus Health Solutions

Role Description

The Director, Account Management Operations is a senior operations leader responsible for driving operational excellence, scalability, and consistency across Customer Success and Account Management functions. This role provides strategic and operational leadership for company-level service delivery, operational performance management, and cross-functional execution that enables exceptional client experiences and sustained organizational performance.

The Director, Account Management Operations partners closely with Customer Success, Account Management, Sales, Clinical, Product, IT, and Operations leaders to design, implement, and continuously improve operating models, workflows, metrics, and governance that support Navitus’ client commitments and strategic priorities. This role leads leaders and senior professionals, fosters a culture of accountability and continuous improvement, and ensures alignment between strategy and day-to-day execution.

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.
• Other duties as assigned.

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.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.

Benefits

• Top of the industry benefits for Health, Dental, and Vision insurance.
• 20 days paid time off.
• 4 weeks paid parental leave.
• 9 paid holidays.
• 401K company match of up to 5% - No vesting requirement.
• Adoption Assistance Program.
• Flexible Spending Account.
• Educational Assistance Plan and Professional Membership assistance.
• Referral Bonus Program – up to $750!