Director, Payer Client Operations

A Little About Us

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

At Zelis, AI is woven into the fabric of how we work. Every associate is expected — and empowered — to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.

At Zelis, we're transforming the way healthcare payments work. As the Director, Payer Client Operations, you will lead a high-performing organization responsible for delivering operational excellence and exceptional client experiences for some of the nation's largest healthcare payer organizations across our National, Dental, and Vision market verticals. This is a strategic operations leadership role — not a traditional customer service or call center leadership position.

We're looking for a proven leader of leaders who is passionate about operational excellence, developing high-performing teams, and building trusted partnerships with enterprise clients. You'll work across the organization to optimize service delivery, improve operational performance, and help shape the future of our client operations organization. The Director, Payer Client Operations position requires on-site presence at a Zelis office one day per week.

• 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.

We're seeking a strategic operations leader with deep experience supporting enterprise healthcare payer clients and leading large‑scale client operations organizations.

• 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…