Director of Client Operations

$133,000 - $166,000/Yr

Premise Health - Sunnyvale, CA

Full-time - Senior

Sunnyvale, CA

Ambulatory Health Care Services

About the position

The Director of Client Operations at Premise Health is a pivotal role that oversees and directs the operations management of multiple employer worksites across various health and fitness-related services within a designated geographic area. This position is not only responsible for ensuring the smooth operation of health centers but also acts as a subject matter expert, providing guidance and mentorship to Health Center Leadership staff. The Director will serve as the main client contact for strategic integration and expansion opportunities, maintaining a strong focus on client satisfaction and value-added strategies. This role requires the ability to proactively identify client needs related to healthcare trends and to implement innovative performance standards that align with corporate strategies. In this capacity, the Director will demonstrate strong business acumen, showcasing knowledge in staffing, capacity management, return on investment (ROI), budgeting, and service offerings. The role involves strategically identifying and solving complex problems, emphasizing the development of proactive approaches that utilize both corporate and regional support. The Director will coordinate and facilitate communication across virtual sites, effectively managing multilayer client relationships, including vendors and consultants. Leadership is a key component of this role, as the Director will provide coaching and mentoring at the site level, build talent, and manage a portfolio of health centers and clients. The Director will oversee the management of up to 15 health centers, handle relationships with up to 10 clients, and manage a portfolio generating between $2M and $10M in gross annual revenue. This position also involves managing a team of 10 to 50 full-time equivalents (FTEs), ensuring that operational goals are met while maintaining high standards of service delivery. The Director may also participate in the sales process and serve as an escalation point for client issues, consulting with various departments regarding compliance and regulatory matters as needed.

Responsibilities

• Oversee and direct operations management of multiple employer worksites across health and fitness services.
• Serve as the main client contact for strategic integration and expansion opportunities.
• Identify processes to improve overall performance of health centers and define innovative performance standards.
• Demonstrate strong business acumen and knowledge of staffing, capacity, ROI, budget, and service offerings.
• Strategically identify and solve complex problems with a proactive approach.
• Coordinate and facilitate communication across virtual sites and manage multilayer client relationships.
• Provide effective leadership, coaching, and mentoring at the site level.
• Build talent to proactively manage additional lines of service.
• Participate in the sales process and serve as an escalation point for clients.
• Consult with Medical, Legal, or Compliance departments regarding regulations and certification requirements.
• Manage site level supervisors and oversee the management of up to 15 health centers.

Requirements

• Bachelor's degree in a related field preferred or equivalent experience.
• 7+ years' experience in a business environment or related industry, managing others.
• Experience managing virtual teams.
• Healthcare experience managing in a medical, pharmacy, fitness, or similar environment preferred.
• Experience in an Operations function desired.
• Prior budget and P&L responsibility desired.
• Demonstrated experience with medical information management systems.
• Strong Excel, PowerPoint, Word, and Outlook skills required.
• Strong written, verbal, and presentation skills required.
• Excellent follow-up skills and attention to detail.
• Ability to work both independently and as a team member.
• Strong relationship building skills and ability to interact at all levels of the organization.
• Demonstrated strong leadership skills and adaptability to manage change.

Nice-to-haves

• Knowledge of Workers' Compensation, Medicare, and/or clinical standards of practice preferred.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401(k) plan
• Paid holidays
• Paid vacation time
• Company-sponsored wellness program
• Competitive pay package.