[Remote] Director of Operations & Client Success

Note: The job is a remote job and is open to candidates in USA. Vanna Health is transforming care for individuals living with serious mental illness through innovative partnerships and integrated care delivery. The Director of Operations & Client Success will lead the operational infrastructure to support growth while managing client relationships and ensuring operational excellence.

Responsibilities

• Serve as the primary relationship owner for assigned client accounts
• Build and maintain executive-level client relationships
• Lead governance meetings, business reviews, and stakeholder communications
• Serve as the voice of the customer internally
• Partner with executive leadership to support renewals and expansion opportunities
• Ensure clients have visibility into program activities, priorities, and progress
• Own and continuously improve SOPs, workflows, playbooks, and operational standards
• Drive consistency across markets and programs
• Identify opportunities to improve efficiency, scalability, and execution
• Partner across departments to implement operational improvements
• Ensure teams have the tools, resources, and operational guidance needed to execute successfully
• Partner with People and Leadership teams on onboarding and readiness efforts
• Support organizational readiness for new programs, initiatives, and growth
• Define operational competencies, expectations, and standards required for successful execution
• Leverage client feedback and operational insights to drive improvements
• Identify opportunities to enhance operational effectiveness and client experience
• Partner with the Director of Implementation & Program Execution to ensure operational readiness for new initiatives
• Partner closely with the Director of Clinical Operations & Member Experience to ensure operational standards, workflows, and client priorities support an exceptional member experience
• Client relationships, satisfaction, and retention
• Governance meetings and executive-level client engagement
• Operational standards, SOPs, and playbooks
• Operational readiness and continuous improvement
• Voice of the customer — ensuring client needs and expectations are reflected internally

Skills

• 8+ years of healthcare operations, client success, account management, consulting, or related leadership experience
• Experience managing enterprise-level client relationships
• Strong operational process improvement experience
• Exceptional communication and stakeholder management skills
• Ability to influence across teams without direct authority
• Experience in value-based care, Medicaid, behavioral health, managed care, or population health

Company Overview