Director, Account Management Operations

Company Navitus About Us Navitus - Putting People First in Pharmacy - Navitus was founded as an alternative to traditional pharmacy benefit manager (PBM) models. We are committed to removing cost from the drug supply chain to make medications more affordable for the people who need them. At Navitus, our team members work in an environment that celebrates diversity, fosters creativity and encourages growth. We welcome new ideas and share a passion for excellent service to our customers and each other._____________________________________________________________________________________________________________________________________________________________________________________________________________. Current associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities. ____________________________________________________We are committed to providing equal employment opportunity to all applicants and employees and comply with all applicable nondiscrimination regulations, including those related to protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or handicap. Pay Range USD $132,830.00 - USD $166,037.00 /Yr. STAR Bonus % (At Risk Maximum) 15.00 - Director, GM of GP, PIC Work Schedule Description (e.g. M-F 8am to 5pm) M-F 8am to 5pm Remote Work Notification ATTENTION: Navitus is unable to offer remote work to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming. Overview Due to growth, we are adding a Director, Account Management Operations to our team! 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. Is this you? Find out more below! Responsibilities How do I make an impact on my team? 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 What our team expects from you? 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. What can you expect from Navitus? 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! #LI-Remote Location : Address Remote Location : Country US