Associate Director, Client Operations

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🔥 0 minutes ago

🐊 Florida, North Carolina, +1 more states – Remote

🐊 Florida – Remote 🌲 North Carolina – Remote 🌴 South Carolina – Remote

💵 $86.3k - $110k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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RVO Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • Healthcare Insurance • Wellness

RVO Health is the largest health information platform in the U. S. , dedicated to helping millions achieve better health with a shared commitment to wellness. The RVO Health portfolio reaches nearly 100 million people a month, offering industry-leading websites, products, and services that guide consumers along the path to wellness. This platform makes healthcare easier to navigate, more accessible, and more affordable for everyone. It powers healthy actions through straightforward, expert-reviewed, person-first experiences, provides discounts on almost every FDA-approved medication, and assists in finding the right doctors, hospitals, and care for individuals and families.

📋 Description

• Act as the client's internal advocate, building strong cross-functional partnerships to ensure satisfaction, retention, and delivery excellence • Serve as the senior relationship owner and primary escalation point for the largest State Quitline account • Build trusted, executive-level relationships with state stakeholders • Provide strategic consultative guidance on service delivery, program design, and Quitline enhancements • Lead strategic account planning, including retention strategy, expansion opportunities, and roadmap alignment • Own revenue targets for the flagship account and associated solutions • Lead contract renewal, amendment, and scope-of-work negotiations • Lead, coach, and develop Client Manager direct reports through goal-setting, 1:1s, performance reviews, and career planning • Set team priorities and manage workload, account assignments, and deadlines across the State Quitline portfolio • Escalate complex client issues and model best practices in client consultation, problem-solving, and relationship management • Monitor KPIs and client status across the team's book of business • Support hiring, onboarding, and skill-building for the Client Services team • Represent Client Services in cross-departmental and leadership discussions • Engage product, engineering, billing, evaluation, and reporting teams to drive issues to resolution • Contribute to and help lead procurement response processes • Create and champion strategic plans targeting priority populations • Present business reviews, performance results, and strategic recommendations to executives and client leadership • Travel periodically for onsite client visits, team building, and educational conferences

🎯 Requirements

• 7+ years of experience in client or account management, including experience managing large, complex, or strategically significant accounts • 2+ years of experience directly managing, mentoring, or leading others (direct people management experience strongly preferred) • Demonstrated ability to build and maintain executive-level relationships with external clients and internal stakeholders • Strong organizational and multi-tasking skills, with the ability to balance hands-on account ownership with team leadership responsibilities • Excellent written and verbal communication skills, including experience presenting to senior stakeholders • Strong problem-solving skills, with a creative, proactive, and calm approach under pressure • Proven ability to prioritize competing projects and tasks to meet established deadlines across both account and team responsibilities • Must live within the region of the key State Client to accommodate client meetings and travel needs • Background in public health or a health care–related field • Prior experience in a formal people-management or team-lead role • Experience working with project management software/platforms (e.g., Jira, SFHC, Asana, Monday.com) • Experience with contract monitoring, amendments, scope-of-work review, and budget management • Experience contributing to or leading RFP responses • Must not require visa sponsorship for this role

🏖️ Benefits

• Health Insurance Coverage (medical, dental, and vision) • Life Insurance • Short and Long-Term Disability Insurance • Flexible Spending Accounts • Paid Time Off • Holiday Pay • 401(k) with match • Employee Assistance Program • Paid Parental Bonding Benefit Program • Pharmacy Benefits • Income Protection Plans • Pet Services Plans • Mental Health Support • Wellness Coaching • HSA- Health Savings Account • Commuter Benefits • Gym & Fitness Center Discount Program