Director, Account Management Operations

Director, Account Management Operations

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.

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.

Due to growth, we are adding a Director, Account Management Operations to our team!

The Director, Account Management Operations is a senior 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. In addition to orchestrating across critical operational functions, this role is accountable for developing leaders, emerging talent, and high-performing teams through coaching, mentorship, succession planning, and meaningful growth opportunities.

The Director fosters a culture of accountability, collaboration, continuous improvement, and professional development while building a strong leadership pipeline and ensuring alignment between strategic priorities and day-to-day execution.

Is this you? Find out more below!

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.
• Lead the development of managers, emerging leaders, and team members through coaching, career planning, and meaningful growth experiences, cultivating a strong internal talent pipeline and preparing future leaders to assume broader, more strategic leadership roles within the organization.
• Establish and oversee a structured account management development framework that advances account managers from transactional relationship management to strategic business partnership.
• Develop account managers' capabilities in executive presence, consultative problem solving, strategic account planning, financial acumen, and influencing senior client stakeholders.
• Create and monitor competency-based development plans focused on successfully managing large, complex, multi-stakeholder client relationships.
• Lead initiatives that increase account managers' understanding of Navitus' enterprise capabilities, enabling broader solutioning and cross-functional alignment for clients.
• Foster business acumen and industry knowledge through targeted education on PBM trends, healthcare market developments, regulatory changes, and competitive dynamics.
• Ensure account managers can effectively translate client business objectives into actionable internal strategies and enterprise solutions.
• Design and implement mentoring,…