Sr. Specialist, Account Management Operations

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Hiring Manager : Full Name: First Last

Overview

Due to growth, we are adding a Sr. Specialist, Account Management Operations to our team!

The Sr. Specialist, Account Management Operations leads complex process improvement and documentation initiatives that impact the Customer Success book of business. This role operates with a high degree of independence, owning cross functional initiatives, driving standardization efforts, and serving as a subject matter resource for operational workflows, automation enablement, and change adoption. The Sr. Specialist plays a key role in translating operational pain points into actionable improvements and scalable solutions.

Is this you? Find out more below! 

Responsibilities

How do I make an impact on my team? 

• Lead end‑to‑end process improvement initiatives across Customer Success, from problem identification through implementation and stabilization.
• Identify, analyze, and document operational workflows to uncover gaps, inefficiencies, risks, and standardization opportunities.
• Own the development and ongoing maintenance of operational standards, documentation frameworks, playbooks, and governance artifacts.
• Partner with Customer Success leadership as a thought partner on workflow design, scalability, and operational risk reduction.
• Support intake, prioritization, and execution of book‑of‑business operational initiatives, including cross‑team projects and client‑related operational work.
• Partner with automation, analytics, and enablement teams to align process design with tooling capabilities, including requirements documentation, testing support, and adoption.
• Serve as a primary liaison between Customer Success and cross‑functional partners to ensure operational changes are clearly documented, communicated, and adopted.
• Monitor operational issues, trends, and feedback surfaced by Customer Success teams and recommend process or tooling improvements.
• Develop and maintain operational trackers, reporting artifacts, and collaboration tools to support visibility into work, priorities, and progress.
• Participate in quality monitoring activities to ensure adherence to documented processes and operational standards.
• Other duties as assigned.

Qualifications

What our team expects from you?  

• Bachelor’s degree in business, operations, healthcare administration, analytics, or a related field, or equivalent work experience, required. 
• 4+ years of progressively complex experience in operations enablement or operational support, process improvement, workflow design, business operations, or Customer Success, Account Management, or Client Operations within healthcare, PBM, insurance, or another regulated environment, required.
• Demonstrated experience leading cross‑functional process or operational initiatives from intake through implementation required.
• Demonstrated ability to identify workflow gaps, risks, or inefficiencies and translate them into documented improvements required.
• Experience developing and maintaining process documentation, standards, playbooks, or governance artifacts, required.
• Experience partnering with technology, automation, analytics, or enablement teams to support workflow design, requirements, testing, or adoption, required.
• Proven ability to operate independently, prioritize competing initiatives, and influence outcomes without direct authority required.
• Experience working with Customer Success or client‑facing teams supporting a book of business strongly preferred.
• 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! 

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