Director, Client Operations

Job Summary

The Director, Client Operations is a strategic leader responsible for ensuring operational excellence across Client Administration, Enrollment & Eligibility, Billing, Training, Quality Assurance, and Shared Services. This role serves as a trusted partner to Sales, Account Management, Claims, Customer Service, Underwriting, Legal, and Executive Leadership to deliver exceptional client experience and operational outcomes.

The Director leads a diverse team of operational professionals while overseeing complex client implementations, service delivery, process optimization, operational transformation initiatives, and cross-functional problem resolution. This individual advocates for operational teams, removes barriers, drives continuous improvement, and ensures the organization is positioned to scale and innovate while maintaining the highest standards of service and client satisfaction.

Success in this role requires the ability to connect strategy with execution, leverage data and insights to inform decisions, influence stakeholders across the enterprise, and drive change without direct authority. The ideal candidate is energized by solving complex operational challenges, modernizing service delivery, and creating transformational experiences that improve how members interact with DDNJ throughout their oral health journey.

Essential Functions & Responsibilities

Leadership & Business Partnership

• Act as a trusted advisor and advocate for operational teams, partnering with business and technology leaders to implement system enhancements, automation, and other operational improvements while building consensus, removing barriers, and driving accountability across the organization.
• Lead operational transformation efforts focused on automation, workflow optimization, scalability, and continuous improvement.
• Lead strategic initiatives that enhance the end-to-end member experience across DDNJ Service Operations.
• Identify opportunities to simplify processes, eliminate friction, and improve service outcomes through operational transformation.
• Partner with various Operations leaders to define and execute department priorities aligned with the future-state service vision and operating model.
• Translate member insights, operational performance data, and business objectives into actionable transformation roadmaps and execution plans.
• Provide strategic leadership and direction for Client Administration, Enrollment & Eligibility, Billing, EDI Services, Training, Operations Quality Assurance, and Shared Services.
• Serve as the primary escalation point for complex operational, client, implementation, enrollment, billing, and contractual issues, ensuring timely resolution and effective stakeholder communication.
• Partner closely with Sales, Account Management, Underwriting, Claims, Customer Service, Legal, and other business leaders to deliver integrated solutions and exceptional client experiences.
• Establish priorities, allocate resources, and drive operational excellence through performance metrics, service standards, process improvement, and modernization initiatives.

Client & Market Leadership

• Build and maintain strong relationships with clients, brokers, consultants, and internal stakeholders to support long-term partnerships and business growth.
• Participate in client meetings, implementation discussions, service reviews, issue resolution efforts, and strategic client initiatives.
• Provide operational leadership and subject matter expertise during large group implementations and complex client transitions.
• Represent Operations in finalist presentations, client visits, and key strategic discussions.

Sales Support & Business Development

• Lead operational support for Requests for Proposal (RFPs), Requests for Information (RFIs), finalist presentations, and new business opportunities.
• Partner with Sales and Account Management to develop operational solutions that support client needs and business objectives.
• Develop and oversee operational performance guarantees and service commitments.

Operational Excellence & Process Improvement

• Champion a culture of continuous improvement by evaluating operational processes, identifying opportunities, implementing solutions, and measuring outcomes.
• Ensure operational processes support regulatory requirements, client obligations, and organizational standards.
• Oversee operational components of enrollment, eligibility management, billing administration, EDI connectivity, and vendor relationships.

People Leadership

• Lead, coach, and develop managers, supervisors, team leads, and individual contributors while fostering a high-performance, collaborative culture.
• Identify succession opportunities and build leadership capability across the organization.
• Support employee growth through coaching, performance management, career development, and mentoring.
• Foster strong communication, accountability, engagement, and teamwork across operational departments.

Strategic & Financial Management

• Assist in departmental budgeting, forecasting, resource planning, and operational reporting.
• Analyze trends, performance metrics, and operational data to support strategic decision-making.
• Prepare and present recommendations, operational updates, and business insights to leadership.
• Perform other duties as assigned.

Essential Qualifications

Knowledge, Skills & Abilities

• Demonstrated ability to influence outcomes and drive results across multiple departments and stakeholder groups.
• Executive presence with the ability to communicate effectively at all organizational levels.
• Strong client relationship management and consultative critical thinking skills.
• Experience leading operational transformation, process improvement, and change initiatives.
• Ability to balance strategic priorities with operational execution.
• Strong business acumen and understanding of health insurance operations, client administration, enrollment, billing, and service delivery.
• Proven ability to navigate ambiguity, manage competing priorities, and solve complex business problems.
• Demonstrated success developing leaders and building high-performing teams.
• Exceptional communication, collaboration, and relationship-building skills.
• Ability to advocate effectively for operational teams while aligning decisions with broader organizational goals

Technical and Functional 

• Operational leadership experience with a proven ability to develop high-performing teams and drive organizational results.
• Strong business acumen, strategic thinking, and decision-making capabilities.
• Exceptional client relationship management and cross-functional collaboration skills.
• Advanced analytical, problem-solving, and continuous improvement capabilities.
• Excellent communication and influencing skills with the ability to engage stakeholders at all levels.
• Strong organizational agility with the ability to manage competing priorities and lead through change.
• Proficiency with Microsoft Office applications and the ability to quickly adopt new technologies and business systems.

Required Physical Abilities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit and perform extensive close keyboard and PC work
• Ability to walk, talk or hear
• Occasionally required to stand and reach with hands and arms

Working Environment

• Ability to meet deadlines and attendance standards.
• The noise level in the work environment is usually moderate.
• This classification will be required to sign a confidentiality agreement.

Experience, Education and Certifications Required 

Experience Required

• 8+ years of progressive experience in health insurance, employee benefits, or related operational environments, including client administration, enrollment and eligibility, billing, implementation, customer service, or account management.
• 5+ years of leadership experience managing operational teams, managers, or multiple functional areas.
• Demonstrated experience leading cross-functional initiatives, operational improvements, client implementations, and service delivery strategies.
• Experience supporting client-facing activities such as issue resolution, business development support, implementations, renewals, RFPs/RFIs, or strategic customer relationships preferred.
• Proven ability to drive operational improvements and measurable business outcomes.
• Experience redesigning service models, operating models, customer journeys, or service delivery processes.
• Experience scaling automation, digital solutions, and AI-enabled capabilities to improve service delivery and operational performance.
• Strong understanding of operational transformation, customer experience strategy and change leadership.
• Healthcare, insurance, or other customer-centric industries where service experience is a key differentiator.

Required Educational Level 

• Bachelor’s degree in business administration, Management, Healthcare Administration, or a related field, or an equivalent combination of education and experience.

Other Certifications

• Professional certifications or industry designations such as CEBS, HIA, CCS, PMP, Lean Six Sigma, or other relevant operational, insurance, or project management credentials are preferred.
• Commitment to ongoing professional development and continuous learning.
• Demonstrated ability to translate strategy into actionable plans and measurable business outcomes.
• Track record of leading complex initiatives from concept through implementation and adoption.
• Experience influencing stakeholders and driving results without direct authority.
• Strong analytical, problem-solving, organizational, and decision-making capabilities.
• Ability to navigate ambiguity, balance competing priorities, and execute effectively in a fast-paced environment.