Senior Director, PBM Account Services

Jobtailor; Northern (KY); Hybrid; USD 140,000 - 210,000; Full time

Job summary

Jobtailor, a leader in healthcare services, seeks a Senior Director of Client Services to oversee PBM client relations and strategic programs. You will guide strategy, coordinate cross-functional teams, and drive performance metrics across senior client programs.

The role emphasizes executive communications, process modernization, and mentoring teams to achieve high customer satisfaction and retention. Remote work is restricted by location policy.

Qualifications

• Bachelor’s degree required.
• 10+ years interfacing with Managed Care clients.
• 5+ years leading teams or equivalent leadership experience.
• Knowledge of internal operations and benefit management goals.
• Understanding PBM industry and Navitus advantages.
• Knowledge of formulary managed care systems incl. DUR & PA.
• Adhere to compliance program objectives.
• Able to interact cooperatively with others.
• Remote work not eligible for listed states (see ad).

Responsibilities

• Lead strategy for Client Services and account teams.
• Co-develop long-term account strategy for Key Accounts.
• Communicate across organizational levels internally and externally.
• Lead Client Services teams and projects.
• Develop and execute annual Strategic Business Plans with account teams.
• Support client retention and satisfaction.
• Remove obstacles and resolve customer issues promptly.
• Mentor and train team members; conduct performance reviews.
• Participate in Strategic Client Consultative Reviews and SBP meetings.
• Modernize processes and promote data-driven decisions.
• Provide leadership for Account Executives and strategy execution.
• Communicate with Navitus senior leadership and external executives.
• Attend Management Committee meetings.
• Oversee SBPs, QBRs, and performance reports.
• Support staff on Guarantees and best practices.
• Manage strategic-level client relationships and teams.
• Participate in cross-functional matrix teams and committees.
• Lead internal department and corporate projects.
• Measure and report KPIs and client services metrics.
• Shape strategic direction for Client/Clinical Services.
• Provide ongoing formal training and cross-training strategies.
• Advise on hiring and onboarding processes.
• Travel to client sites as required.
• Perform other duties as assigned.

Skills

Leadership Experience

Client Management Strategy

Strategic Business Planning

Managed Care Knowledge

Performance Metrics Reporting

Education

Bachelor’s Degree

Tools

DUR & Prior Authorization Knowledge

Formulary Managed Care Systems

Job description

• Lead strategy, overall service performance, and account service teams for existing PBM clients


• Co-develop long-term account strategy for Key Account clients


• Communicate across multiple organizational levels internally and externally


• Lead Client Services teams and projects


• Develop and execute annual Strategic Business Plans with account teams and clients


• Support client retention, corporate strategic goals, and customer satisfaction


• Remove obstacles and solve customer issues in a timely manner


• Mentor, guide, train, and conduct performance reviews for team members


• Participate in key Strategic Client Consultative Reviews, Strategic Business Plan meetings, and other client meetings


• Modernize processes, implement centralized resources, promote cross-training, and adopt technology-enabled, data-driven decision-making


• Provide leadership and oversight for Account Executives and Account Management strategy and tactical execution


• Communicate with Navitus senior leadership and external C-suite executives; provide quarterly executive performance summaries


• Attend key Management Committee meetings


• Oversee creation and presentation of Strategic Business Plans, Consultative QBRs, and Performance Standard reports


• Support staff regarding Performance Guarantees and best practices


• Manage clients at a strategic level, including senior-level client management teams


• Participate in cross-functional matrix teams and committees


• Lead internal department and corporate projects


• Measure, monitor, and report key performance indicators and client services metrics


• Create and develop strategic direction for the Client / Clinical Services team


• Provide ongoing formal training


• Oversee cross-training strategies across departments


• Provide expert input to hiring and onboarding processes


• Travel to client sites as required


• Perform other duties as assigned

Requirements

• Bachelor’s degree from an accredited university required


• 10+ years of progressive experience interfacing directly with Managed Care clients required


• 5+ years of progressive leadership experience, including leading individual contributors or teams, or equivalent leadership experience such as coaching, mentoring, or leading complex initiatives or projects, required


• Knowledge of internal operations and clients’ benefit management philosophy, goals, and objectives required


• Understanding of the PBM industry and the Navitus advantage compared with competitors required


• Knowledge of formulary managed care systems, principles, and practices, including DUR and prior authorization, required


• Participate in, adhere to, and support compliance program objectives


• Ability to consistently interact cooperatively and respectfully with other employees


• Residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming are not eligible for remote work

Core Competencies

Demonstrates extensive experience in leading Client Services teams and developing strategic business plans for Managed Care clients, with a strong focus on client retention and satisfaction. Possesses in-depth knowledge of the PBM industry and formulary managed care systems, ensuring effective communication and collaboration across organizational levels.

Highest-signal resume keywords

• Leadership Experience


• Client Management Strategy


• Strategic Business Planning


• Managed Care Knowledge


• Performance Metrics Reporting

Hard Skills

• Strategic Business Planning


• Client Management


• Performance Metrics Reporting


• Formulary Managed Care Systems


• DUR and Prior Authorization Knowledge

Soft Skills

• Mentoring


• Communication


• Problem Solving


• Team Leadership

Certifications & Qualifications

• Bachelor’s Degree

Industry Keywords

• PBM Industry


• Managed Care


• Client Services


• Compliance Program Objectives