[Hiring] Director of Strategic Operations @Elevate, PFS

Role Description

The Director of Strategic Operations serves as a key liaison between clients and internal teams, ensuring seamless execution of service deliverables while driving operational efficiency and client satisfaction. This role is responsible for managing client relationships, monitoring performance metrics, supporting strategic initiatives across service lines, and proactively identifying opportunities for improvement.

The Director partners closely with Operations, IT, and Finance to ensure client requirements are met, reporting is accurate and timely, and escalated issues are resolved effectively. This role also provides analytical insights and recommendations to enhance performance, maximize revenue, and strengthen client partnerships.

Essential Duties and Responsibilities

• Client Relationship & Communication
  • Establishes and maintains strong, positive working relationships with clients and their leadership teams.
  • Serves as a primary point of contact for client inquiries, ensuring timely, accurate, and professional responses.
  • Participates in weekly and monthly client calls, providing updates, analysis, and strategic recommendations.
  • Develops and executes client communication plans, including preparation for onsite and virtual meetings.
  • Documents meeting outcomes and communicates feedback, action items, and opportunities to internal stakeholders.
  • Addresses and responds to client concerns and questions regarding operations.
  • Meets with existing clients and strategic partners to update on progress, address concerns, and provide feedback.
• Operational Oversight & Support
  • Supports resolution of escalated client and operational issues, ensuring timely follow-up and closure.
  • Maintains and updates client access trackers to ensure accurate and compliant system access.
  • Partners with Operations to assess account performance, identify problem areas, and align on improvement strategies.
  • Meets weekly with the operations team to review progress toward goals and impediments to success and strategize on best practices and methods to meet objectives.
  • Assists with new contracts or program implementations.
  • Assists with the review and approves changes to standard operating procedures.
• Reporting, Analytics & Financial Support
  • Assists in the preparation of monthly invoices across service lines, ensuring accuracy and completeness.
  • Supports monthly reporting for all service lines, including data validation and performance insights.
  • Monitors weekly and monthly client results, providing analysis and actionable recommendations.
  • Produces management reporting to track client satisfaction, performance trends, and risk indicators.
  • Provides clear explanation and guidance to clients regarding financial and operational reports.
  • Assists with the review and delivery of monthly custom and standard reports for clients.
• Strategic & Continuous Improvement
  • Identifies opportunities to maximize client revenue, improve performance, and enhance overall satisfaction.
  • Proactively identifies trends, risks, and operational gaps, recommending strategic solutions.
  • Ensures alignment between client expectations and operational capabilities.
• Compliance & Industry Knowledge
  • Maintains knowledge of healthcare industry standards, compliance requirements, and HIPAA regulations.
  • Ensures all communications and processes adhere to company policies and regulatory standards.

Qualifications

• Bachelor's degree preferred or equivalent work experience
• 5+ years of experience in client relations, operations, or strategic account management (healthcare preferred)
• Strong analytical skills with the ability to interpret data and provide actionable insights
• Excellent communication, presentation, and facilitation skills
• Proven ability to manage multiple priorities in a fast-paced, matrixed environment
• Ability to work independently and make sound, timely decisions
• Strong interpersonal skills with the ability to interact effectively across all organizational levels
• High level of professionalism, tact, and diplomacy
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Strong organizational, planning, and prioritization skills
• Ability to follow complex instructions and procedures and to organize work in a systematic and logical fashion
• Willingness to work as part of a team and ability to pay close attention to detail
• Ability to adapt to change, manage interruptions, and handle competing priorities
• Flexibility to travel regularly
• Remote and hybrid positions require internet connectivity that meets the Company's upload and download requirements

Benefits

• Medical, Dental & Vision Insurance
• 401K (100% match for the first 3% & 50% match for the next 2%)
• 15 days of PTO
• 7 paid Holidays
• 2 Floating holidays
• 1 Elevate Day (floating holiday)
• Pet Insurance
• Employee referral bonus program
• Teamwork: We believe in teamwork and having fun together
• Career Growth: Gain great experience to promote to higher roles