About Us

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Position Summary

Reporting to Senior Account Director, the Director of Operations leads a high-performing Client Experience and Patient Solutions team, ensuring exceptional service delivery, operational excellence, and strong client outcomes. This role drives strategic direction, guides critical initiatives, and provides analytical insights that strengthen performance and support continuous improvement.

We are seeking a Directo of Operations to partner closely with senior leaders to meet or exceed contracted KPIs while fostering a supportive, accountable culture where teams can thrive. This position plays a key role in supporting customer focus, ensuring alignment with organizational goals, operational excellence, and compliance standards.

Key Responsibilities

• Leads and develops the Operations team, ensuring excellent employee experience through coaching, performance management, training, and clear communication of roles and expectations
• Manages workload and priorities, assigning daily tasks based on organizational needs and individual team capacity
• Ensures exceptional client experience, overseeing client communication, meeting preparation, follow-up actions, and monthly billing and reconciliation activities
• Monitors and drive performance, reviewing daily, weekly, and quarterly KPIs and guiding program managers to address opportunities for improvement
• Strengthens cross-functional collaboration, facilitating communication, accountability, and alignment between Operations and other internal teams
• Oversees compliance processes, ensuring adherence to company policies, training the team on compliance requirements, partnering with compliance/quality teams, and ensuring timely completion of all documentation
• Directs special projects and continuous improvement efforts, collaborating with client teams to enhance customer support, streamline operations, and support organizational growth

Qualifications

• Education: 
  • Bachelor’s degree in business administration or related field (Required)
  • Master’s degree (Preferred)
• Licensure/Certification: None
• Experience: 
  • 5+ years of experience in operations/client service management role with extensive client interaction experience (Required)
  • 3+ years of direct industry (HUB) experience (Preferred)
• Knowledge, Skills, & Abilities:  
  • Knowledge of workflow management, service delivery standards, and client relationship dynamics; compliance, quality assurance, and regulatory requirements; operational metrics, KPI, dashboards, and data-driven performance management; resource planning, capacity modeling, and workforce management; and change management principles and operational transformation practices (Required)
  • Knowledge of patient services, reimbursement models, access programs, and healthcare support services; lean, Six Sigma or process improvement methodologies; and customer experience frameworks and continuous improvement strategies (Preferred)
  • Leadership and team development skills (Required)
  • Strategic planning, analytical, and problem-solving skills (Required)
  • Excellent written, verbal, and interpersonal skills (Required)
  • Conflict management, negotiation, and relationship management skills (Required)
  • Vendor and partner management skills (Preferred)
  • Operational analytics, presentation, and facilitation skills (Preferred)
  • Ability to lead effectively in a fast paced, evolving environment (Required)
  • Ability to ensure compliance and operational integrity (Required)
  • Ability to influence and communicate at all levels (Required)
  • Ability to build and sustain a culture of accountability (Required)
  • Ability to design and enhance operational models and develop and implement new service offerings (Preferred)

Work Environment

• Location: Remote
• Schedule: 8:00 A.M. to 5:00 P.M. Monday through Friday with night and weekend hours on occasion as determined by the needs of the business and cross-facility travel as needed
• Regular meetings with internal Warehouse, Pharmacy, Logistics, Safety, Compliance, Quality, Training, and Operations Management teams. This role may also have meetings with external vendor and consultant partner representatives.

Key Essential Functions

• Must be able to remain in a stationary position for extended periods while writing or reviewing documentation
• Must be able to work on a computer for the entire shift
• Must be able to attend virtual meetings with cross-functional teams

Employment Classification

Status: Full-time
FLSA: Exempt 

Equal Employment Opportunity (EEO) Statement

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status. 

We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.