Director, Payer Client Operations

Role Overview

• Lead, coach, and develop a team of managers responsible for delivering exceptional operational performance and client outcomes.
• Build a high-performing, accountable culture by developing leadership capability, fostering employee engagement, and creating opportunities for growth.
• Partner with executive leadership to develop and execute operational strategies that support business objectives and long-term organizational growth.
• Drive operational excellence through continuous improvement, workflow optimization, process standardization, and scalable solutions.
• Establish and manage key performance indicators (KPIs), service level agreements (SLAs), quality metrics, productivity measures, and operational dashboards to ensure strong business performance.
• Analyze operational trends and performance data to identify opportunities for improvement and proactively address risks.
• Lead organizational change initiatives, including process redesign, technology adoption, and operational transformation efforts.
• Partner closely with Product, Technology, Sales, Finance, and Client Success to improve operational effectiveness and enhance the client experience.
• Serve as an escalation point for complex client issues, ensuring timely resolution while maintaining strong, long-term client relationships.
• Manage workforce planning, capacity planning, and resource allocation to support business growth and operational efficiency.
• Foster a culture of innovation, collaboration, accountability, and continuous improvement across the organization.

Requirements

• 8+ years of progressive leadership experience in client operations, service operations, customer success operations, or healthcare operations.
• Experience leading managers and developing high-performing leadership teams in a "leader of leaders" environment.
• Demonstrated success leading operational organizations supporting enterprise clients.
• Proven experience managing operational performance through KPIs, SLAs, workforce planning, capacity planning, and continuous improvement.
• Strong analytical and problem-solving skills with the ability to translate data into operational improvements.
• Experience leading cross-functional initiatives and influencing stakeholders across multiple business functions.
• Excellent communication, executive presence, and relationship management skills.
• Bachelor's degree or equivalent combination of education and professional experience.

Benefits

• 401k plan with employer match
• Flexible paid time off
• Holidays
• Parental leaves
• Life and disability insurance
• Health benefits including medical, dental, vision, and prescription drug coverage