Associate Director, Operations

Company Description

Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

Job Description

Travel Required: Yes, 50% 

The Associate Director of Client Success is responsible for both leading a high-performing team of client success professionals and managing a select portfolio of clinically integrated, multi-specialty practices. This role combines strategic leadership with hands-on client management to optimize practice performance, enhance market and client initiatives, and drive operational and technological efficiencies. The Associate Director will provide mentorship and foster the professional development of their team, while ensuring strong, collaborative relationships with clients and delivering exceptional service. With a focus on continuous improvement, this position requires a balance of leadership, client management, and operational expertise to achieve long-term success.

Primary Job Duties:

Leadership & Team Management

• Lead, mentor, and develop a high-performing team of Client Success Associates, ensuring alignment with organizational objectives and fostering professional growth.

• Set clear performance expectations, provide ongoing feedback, and conduct evaluations to drive accountability and continuous improvement.

• Oversee workload distribution and prioritize key initiatives, offering guidance on complex client issues and escalations to ensure prompt resolutions.

• Implement best practices, training programs, and process improvements to enhance team efficiency and effectiveness.

• Cultivate a collaborative, inclusive environment that encourages innovation, knowledge-sharing, and team cohesion.

Strategic Account Management:

• Manage a select portfolio of high-priority accounts, providing executive-level oversight and strategic guidance to optimize client performance and satisfaction.

• Serve as the primary point of contact for key clients, building strong relationships with physician leadership, clinic administrators, and other stakeholders.

• Partner with internal and external teams to drive initiatives that improve the client experience, enhance operational efficiency, and meet market-specific objectives.

• Leverage data and analytics to identify opportunities for performance enhancement, growth, and client retention.

Operations Management:

• Lead process re-engineering initiatives to optimize workflows across technology platforms, EMR systems, and practice management tools.

• Serve as a liaison between care centers and Privia’s operational teams, driving improvements in service delivery and business operations.

• Oversee compliance efforts within the assigned portfolio, ensuring adherence to regulatory standards and industry best practices.

Client & Stakeholder Engagement:

• Lead stakeholder communications, including regular meetings, status updates, and written reports.

• Represent the team in executive discussions and cross-functional collaborations, advocating for client needs and operational enhancements.

• Serve as a subject matter expert (SME) on Privia Health’s technology platforms, workflows, and best practices.

• Partner with operations consultants and leadership to define, track, and report on success metrics for client relationships.

• Deliver white-glove service to physician practices through proactive support, issue resolution, and strategic insights​​​​​

Qualifications

• Bachelor’s degree highly preferred; MBA or Master’s in Healthcare Administration preferred.

• Prior healthcare experience, ideally working with physicians and medical group leadership.

• Proven ability to manage and develop high-performing teams in client-facing environments.

• Strong project management skills with a successful track record of executing key initiatives.

• In-depth knowledge of physician office workflows, practice operations, and healthcare technology systems.

• Reliable transportation and willingness to travel as needed.

• Skilled in engag