[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.ResponsibilitiesServe as the primary relationship owner for assigned client accountsBuild and maintain executive-level client relationshipsLead governance meetings, business reviews, and stakeholder communicationsServe as the voice of the customer internallyPartner with executive leadership to support renewals and expansion opportunitiesEnsure clients have visibility into program activities, priorities, and progressOwn and continuously improve SOPs, workflows, playbooks, and operational standardsDrive consistency across markets and programsIdentify opportunities to improve efficiency, scalability, and executionPartner across departments to implement operational improvementsEnsure teams have the tools, resources, and operational guidance needed to execute successfullyPartner with People and Leadership teams on onboarding and readiness effortsSupport organizational readiness for new programs, initiatives, and growthDefine operational competencies, expectations, and standards required for successful executionLeverage client feedback and operational insights to drive improvementsIdentify opportunities to enhance operational effectiveness and client experiencePartner with the Director of Implementation & Program Execution to ensure operational readiness for new initiativesPartner closely with the Director of Clinical Operations & Member Experience to ensure operational standards, workflows, and client priorities support an exceptional member experienceClient relationships, satisfaction, and retentionGovernance meetings and executive-level client engagementOperational standards, SOPs, and playbooksOperational readiness and continuous improvementVoice of the customer — ensuring client needs and expectations are reflected internallySkills8+ years of healthcare operations, client success, account management, consulting, or related leadership experienceExperience managing enterprise-level client relationshipsStrong operational process improvement experienceExceptional communication and stakeholder management skillsAbility to influence across teams without direct authorityExperience in value-based care, Medicaid, behavioral health, managed care, or population healthCompany OverviewVanna Health provides online healthcare services to improve overall health and well-being for individuals with serious mental illness. It was founded in 2021, and is headquartered in San Francisco, California, USA, with a workforce of 51-200 employees. Its website is https://www.vanna.health/.