Associate Director, Client Operations Remote

Healthcare is complex. We're here to change that.

RVO Health is a health technology company on a mission to make health easier to navigate, more accessible, and more affordable for everyone.

Here, you'll help over 40 million people every month, with a team that genuinely cares about the work and each other.

We are looking for a strategic and experienced Associate Director, Client Operations to lead the relationship with one of our key Quit for Life accounts, while also leading and developing part of the Client Management team within our State Quit Services organization. This role sits at the intersection of senior client leadership and people management - owning the health, growth, and retention of one of our key accounts while building the capability and career growth of the team supporting our broader State Quit for Life portfolio.

This role works closely with our product, engineering, billing, evaluation, and reporting teams, and represents Client Services in cross-functional and executive-level conversations about account strategy, escalations, and growth. We're looking for a leader who is highly detail-oriented, thrives under deadline pressure, brings sound judgment to ambiguous or high-stakes situations, and has a genuine passion for public health.

This is an ideal position for a candidate who wants to combine hands-on ownership of a key client with the opportunity to coach and grow a team, and who is passionate about furthering the work of tobacco and nicotine cessation.

Preferred locations:
Florida, North Carolina, & Georgia

• Act as the client's internal advocate, building strong cross-functional partnerships to ensure satisfaction, retention, and delivery excellence
• Serve as the senior relationship owner and primary escalation point for our largest State Quitline account, building trusted, executive-level relationships with state stakeholders
• Provide strategic consultative guidance on service delivery, program design, and Quitline enhancements, anchored in the client's evolving public health priorities
• Lead strategic account planning for the flagship account, including retention strategy, expansion/enhancement opportunities, and long-range roadmap alignment
• Own revenue targets for the flagship account and its associated solutions
• Lead contract renewal, amendment, and scope-of-work negotiations for the account, partnering with legal, finance, and program leadership as needed
• Lead, coach, and develop direct reports (Client Managers), including goal-setting, regular 1:1s, performance reviews, and career development planning
• Set team priorities and ensure workload, account assignments, and deadlines are managed effectively across the team's portfolio of State Quitline accounts
• Serve as an escalation point for the team's most complex client issues, and model best practices in client consultation, problem-solving, and relationship management
• Monitor key performance indicators and client status/health across the team's full book of business, ensuring consistent standards of account management
• Support hiring, onboarding, and ongoing skill-building for the Client Services team

Cross-Functional & Strategic Contribution

• Represent Client Services in cross-departmental and leadership discussions on account strategy, escalations, and delivery
• Engage cross-functional teams (product, engineering, billing, evaluation, reporting) on delivery of relevant products, escalating and driving issues to resolution
• Contribute to and help lead the procurement response process for the flagship account and support the broader team's procurement response efforts for existing and prospective clients
• Create and champion strategic plans to target priority populations across accounts
• Present business reviews, performance results, and strategic recommendations to internal executive stakeholders and client leadership

Travel

• Travel periodically for onsite client visits, team building, and educational conferences

• 7+ years of experience in client or account management, including experience managing large, complex, or strategically significant accounts
• 2+ years of experience directly managing, mentoring, or leading others (direct people management experience strongly preferred)
• Demonstrated ability to build and maintain executive-level relationships with external clients and internal stakeholders
• Strong organizational and multi-tasking skills, with the ability to balance hands-on account…