[Remote] Director, Account Management Operations

Note: The job is a remote job and is open to candidates in USA. Navitus Health Solutions is a company focused on making medications more affordable by providing innovative pharmacy benefit management solutions. They are seeking a Director, Account Management Operations who will be responsible for driving operational excellence and strategic leadership across Customer Success and Account Management functions, ensuring exceptional client experiences and performance management.

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

Skills

• Bachelor's degree in business, healthcare administration, operations, or a related field, or equivalent work experience, required
• 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
• 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
• Master's degree (e.g., MBA) or equivalent advanced education preferred
• Knowledge of pharmacy benefit management, healthcare, or managed care operations preferred

Benefits

• Top of the industry benefits for Health, Dental, and Vision insurance
• 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!

Company Overview