Navitus

Navitus - Putting People First in Pharmacy - Navitus was founded as an alternative to traditional pharmacy benefit manager (PBM) models. We are committed to removing cost from the drug supply chain to make medications more affordable for the people who need them. At Navitus, our team members work in an environment that celebrates diversity, fosters creativity and encourages growth. We welcome new ideas and share a passion for excellent service to our customers and each other._____________________________________________________________________________________________________________________________________________________________________________________________________________. Current associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities. ____________________________________________________We are committed to providing equal employment opportunity to all applicants and employees and comply with all applicable nondiscrimination regulations, including those related to protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or handicap.

USD $132,830.00 - USD $166,037.00 /Yr.

15.00 - Director, GM of GP, PIC

M-F 8am to 5pm

ATTENTION: Navitus is unable to offer remote work to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming.

Due to growth, we are adding a Director, Account Management Operations to our team!

 

The Director, Customer Success Operations is a senior leader responsible for driving operational excellence, scalability, and consistency across Customer Success and Account Management functions. This role provides strategic and operational leadership for company-level service delivery, operational performance management, and cross‑functional execution that enables exceptional client experiences and sustained organizational performance.

 

The Director, Customer Success Operations partners closely with Customer Success, Account Management, Sales, Clinical, Product, IT, and Operations leaders to design, implement, and continuously improve operating models, workflows, metrics, and governance that support Navitus’ client commitments and strategic priorities. In addition to orchestrating across critical operational functions, this role is accountable for developing leaders, emerging talent, and high-performing teams through coaching, mentorship, succession planning, and meaningful growth opportunities. The Director fosters a culture of accountability, collaboration, continuous improvement, and professional development while building a strong leadership pipeline and ensuring alignment between strategic priorities and day-to-day execution.

 

Is this you? Find out more below!  

How do I make an impact on my team?

 

• Translate company and departmental strategies into clear operational priorities, performance expectations, and execution plans.
• Design, implement, and continuously improve operational processes, workflows, and governance models to improve efficiency, quality, and client outcomes.
• Establish and monitor key performance indicators (KPIs), service‑level expectations, and operational benchmarks; analyze trends and drive data‑informed improvements.
• Serve as a senior escalation point for complex operational and cross‑functional issues impacting client service delivery.
• Partner cross‑functionally to align operational capabilities with client needs, product evolution, regulatory requirements, and business growth.
• Lead and sponsor company and department‑level initiatives focused on standardization, automation, risk mitigation, and operational maturity.
• Provide executive‑level operational reporting and insights to senior leadership, highlighting performance, risks, and opportunities.
• Promote operational discipline, data literacy, and change management practices across Customer Success teams.
• Represent Customer Success Operations in enterprise forums, governance bodies, and cross‑functional leadership discussions.
• Provide operational leadership and strategic oversight for Customer Success Operations, ensuring consistent, scalable service delivery across client segments and teams.
• Lead the development of managers, emerging leaders, and team members through coaching, career planning, and meaningful growth experiences, cultivating a strong internal talent pipeline and preparing future leaders to assume broader, more strategic leadership roles within the organization.
• Establish and oversee a structured account management development framework that advances account managers from transactional relationship management to strategic business partnership.
• Develop account managers' capabilities in executive presence, consultative problem solving, strategic account planning, financial acumen, and influencing senior client stakeholders.
• Create and monitor competency-based development plans focused on successfully managing large, complex, multi-stakeholder client relationships.
• Lead initiatives that increase account managers' understanding of Navitus' enterprise capabilities, enabling broader solutioning and cross-functional alignment for clients.
• Foster business acumen and industry knowledge through targeted education on PBM trends, healthcare market developments, regulatory changes, and competitive dynamics.
• Ensure account managers can effectively translate client business objectives into actionable internal strategies and enterprise solutions.
• Design and implement mentoring, coaching, and leadership development programs for Account Managers and emerging leaders.
• Establish succession planning and readiness assessments to identify high-potential talent and prepare future leaders within Customer Success and Account Management.
• Create strategic account assignments, executive exposure, stretch projects, and cross-functional training to promote client governance, business review effectiveness, and proactive value delivery.
• Measure and report on account management maturity, leadership pipeline strength, employee engagement, retention, and development outcomes.
• Promote a culture of continuous learning, accountability, peer mentoring, and knowledge sharing to strengthen organizational capability.
• Participate in, adhere to, and support compliance, people and culture, and learning programs.
• Perform other duties as assigned.

What our team expects from you?

• Bachelor’s degree in business, healthcare administration, operations, or a related field, or equivalent work experience, required. Master’s degree (e.g., MBA) or equivalent advanced education preferred.
• 8+ years of progressive experience in customer success, account operations, healthcare operations, or a related field required.
• 5+ years of leadership experience with proven ability to lead and develop high-performing teams required.
• Demonstrated experience driving operational improvements, performance management, and cross‑functional initiatives required.
• Knowledge of pharmacy benefit management, healthcare, or managed care operations preferred.
• Proven ability to influence across organizational boundaries and work effectively with executive‑level stakeholders required.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.

What can you expect from Navitus? 

• Top of the industry benefits for Health, Dental, and Vision insurance 
• 20 days paid time off 
• 4 weeks paid parental leave 
• 9 paid holidays 
• 401K company match of up to 5% - No vesting requirement 
• Adoption Assistance Program 
• Flexible Spending Account 
• Educational Assistance Plan and Professional Membership assistance 
• Referral Bonus Program – up to $750! 

#LI-Remote

Remote

US