Director, Client Operations (Healthcare Consulting - Strategic Growth Operations & Services Delivery)

About Sellers Dorsey

Sellers Dorsey is a healthcare impact strategy firm focused on improving care access, quality, and outcomes for our nation’s most vulnerable populations. We work with providers, managed care organizations, state entities, and others, to design, implement, fund, and optimize sustainable programs that deliver maximum impact to underserved communities. Built on decades of experience in Medicaid, our team includes former state Medicaid directors, healthcare policy experts, health plan execs, and hospital leaders who know how to navigate the complexities of the system and find creative, impactful solutions that drive the greatest impact for the individuals and communities that need it most.

About the Role

Sellers Dorsey is seeking a Director of Client Operations who will play a pivotal leadership role within the Strategic Growth Operations team and is responsible for overseeing operational integrity and excellence in Consulting Services delivery. As the Director of Client Operations and operating as both a strategic partner and internal consultant, you will work alongside client servicing leadership and project teams, ensuring projects are managed to the highest standards, meet contractual requirements, and are completed on schedule and within budget. You will be responsible for overseeing mission-critical, internal business processes to increase operational effectiveness, drive client satisfaction, and support sustainable business growth in Consulting Services. You also oversee management of Consulting Services contract and project-related business data, ensuring data is regularly maintained, free of errors, and available to leadership and client servicing team members.

Key Responsibilities

• Data Integrity – Responsible for overall management and quality control of Consulting Services business data related to contracted client projects, including supervision of and support from Senior Analyst. Includes managing business processes for updating and maintaining source of truth data for Consulting Services contracted projects in firm’s ERP (NetSuite), SharePoint, and project management tool (Smartsheet), and regular review/auditing to maintain business data accuracy and integrity across the Consulting Services client portfolio for use by leadership and client servicing teams.
• Resource Allocation and Optimization – Collaborate with project directors and managers to assign appropriate staff and resources to projects, optimizing team utilization and ensuring balanced workloads. Includes managing weekly and monthly review process of projects across Consulting Services client portfolio to monitor progress against utilization targets and work with leadership to make adjustments as needed.
• Consulting Services Oversight & Monitoring – Develop and implement internal performance metrics to measure quality, compliance, and financial performance of services delivered across Consulting Services client portfolio; design and implement standard project management and data collection processes to facilitate performance measurement across metrics; and proactively work with leadership and project teams to address issues impacting project delivery or quality.
• Financial Management and Reporting – Work with project directors and mangers to ensure projects are delivered within financial parameters, maintaining profitability through effective resource management and cost containment strategies. Identify projects at-risk of not meeting financial parameters and provide actionable insights to leadership and project teams to improve performance.
• Contract Compliance Support – Serve as the internal resource on client contracts, helping client servicing teams ensure all project activities, deliverables, and billing practices are in accordance with contractual terms. Review project portfolios regularly with leadership and project teams, identifying and mitigating potential risks related to contract execution, project delivery, and contract compliance.
• Best Practices/Process Improvement – Collaborate with leadership and client servicing teams to develop and implement best practices, standardized procedures, and documentation across Consulting Services to drive consistency and operational excellence across all projects. Serve as Consulting Services operations expert in cross-functional firmwide process improvement projects.