Director of Client Operations

Overview

Who We Are

Ready to create a healthier world? We are ready for you! Personify Health is on a mission to simplify and personalize the health experience to improve health and reduce costs for companies and their people. At Personify Health, we believe in offering total rewards, flexible opportunities, and a diverse inclusive community, where every voice matters. Together, we’re shaping a healthier, more engaged future.

 

Responsibilities

Ready to Lead Tactical Excellence for Strategic Healthcare Partnerships?

We're seeking an operations leader who can manage the day-to-day relationship of our Health Client and Client Direct partnerships while coordinating with internal operational leaders to deliver exceptional service. As our Director of Client Operations you'll serve as the daily point of contact while overseeing service delivery and managing expectations across this critical strategic account.

 

What makes this role different:

✓ Strategic partnership ownership: Represent Personify as daily POC for the Client and Client Direct (consultant) plus other Client Direct groups

✓ Operational excellence leadership: Oversee day-to-day delivery of contracted services while validating performance through dashboards, production reports, and reconciliation

✓ Cross-functional coordination: Leverage relationships across claims, call center, finance, data, and development to manage delivery of all open items

✓ Escalation ownership: Take full ownership of escalations, gathering information and organizing internal and external response teams

 

What You'll Actually Do

 

Oversee service delivery: Manage day-to-day delivery of contracted operational services to client while validating performance through operational dashboards, production reports, and reconciliation activities.

Provide leadership: Lead direct reports and efficiently align resources to meet client needs while serving as daily point of contact for Client Direct, running meetings, and facilitating communication.

Manage expectations: Handle all client and consultant inquiries, requests, and projects while working hand-in-hand with Account Manager and Account Coordinators to ensure prompt communication.

Coordinate internal operations: Leverage relationships across all operational areas (claims, call center, finance, data, development) to manage delivery of all open items and ensure seamless execution.

Own escalation management: Take complete ownership of escalations, gathering information and organizing internal and external response teams for swift, effective resolution.

Build vendor partnerships: Develop and maintain working relationships with external vendors as required to service account effectively and efficiently.

Drive process improvement: Create productive, efficient processes to streamline workflow and communication efforts while identifying opportunities for operational enhancement.

 

Qualifications

What You Bring to Our Mission

 

The operational foundation:

• Bachelor's degree in business administration, operations management, or related field preferred
• Proven experience in operations management or similar leadership role
• Experience managing strategic healthcare partnerships or large, complex client relationships

The leadership expertise:

• Strong analytical skills with ability to interpret data to drive decision-making
• Excellent communication and interpersonal skills with ability to collaborate effectively across departments
• Strategic thinker with ability to translate vision into actionable plans

The professional competencies:

• Proven ability to lead direct reports while efficiently aligning resources to meet client needs
• Experience coordinating cross-functional teams across multiple operational areas
• Strong problem-solving abilities for managing escalations and complex client situations
• Ability to develop and maintain productive working relationships with external vendors
• Track record of creating efficient processes that streamline workflow and enhance communication

 

Why You'll Love It Here

 

We believe in total rewards that actually matter—not just competitive packages, but benefits that support how you want to live and work.