Director, Client Operations

SSI•Mobile, AL

About The Position

The Client Operations Director owns all operational functions that support client success, with a focus on operational intelligence, governance, and disciplined execution aligned to the A4 framework. This role ensures consistency across processes, data, and decision‑making while driving efficiency, compliance, and continuous improvement through analytics, automation, and cross‑functional coordination. This leader serves as the operational backbone of the client organization—translating strategy into execution, ensuring accountability through KPIs, and enabling scalable, high‑quality client operations.

Requirements

Deep Revenue Cycle Expertise – Extensive knowledge of end‑to‑end healthcare revenue cycle operations, including payer interactions, reimbursement workflows, and regulatory considerations.
KPI and EDI Proficiency – Strong understanding of key performance indicators and EDI transactions, with the ability to interpret metrics, assess trends, and ensure data accuracy across workflows.
Healthcare Financial and Technical Acumen – Solid grasp of healthcare financial concepts combined with technical awareness of systems, data structures, and transaction flows that support revenue cycle performance.
Proven experience with process improvement, automation, and operational scaling.
Strong background in governance, compliance, and operational risk management.
Demonstrated leadership experience managing cross‑functional teams and complex workflows.
Ability to translate strategy into disciplined execution while operating in a fast‑paced, evolving environment.
Must be able to interact cordially and productively with co-workers in a team environment.
Ability to work under pressure and to prioritize.
Must be able to proficiently read and write in English.
Must possess effective communications skills with ability to handle difficult situations.
Must be able to make independent judgment decisions with minimal supervision.
Must be able to see clearly with or without corrective lenses and hear clearly with or without aids.
Must be able to use hands, fingers and wrists, repetitively, using a computer keyboard and other office equipment, regularly.
Bachelor’s degree in Business Administration, Healthcare Administration, or related field required.
10+ years of experience in healthcare operations, revenue cycle, or healthcare technology environments.
Strong knowledge of data analytics, reporting, and KPI frameworks.
Demonstrated leadership experience managing cross‑functional teams and complex workflows.

Nice To Haves

MBA preferred.
A combination of experience and advanced education may be substituted.

Responsibilities

Operational Leadership & Governance
Own and oversee all operational functions supporting client success, ensuring alignment to A4 principles.
Establish, maintain, and enforce operational policies, procedures, and governance standards.
Ensure consistent execution of processes across teams and client segments.
Business Analytics & Performance Management
Lead business analytics, reporting, and KPI governance across client operations.
Define, monitor, and evolve operational performance metrics to drive transparency and accountability.
Provide actionable insights to executive leadership to support data‑driven decision‑making.
SSR & Work Intake Management
Oversee SSR (Service Support Request) intake, prioritization, and execution.
Ensure SSR processes are standardized, well‑governed, and aligned to client and organizational priorities.
Partner with functional leaders to balance demand, capacity, and service quality.
Compliance & Risk Management
Ensure compliance with all applicable regulatory, contractual, and internal requirements.
Partner closely with Compliance, Legal, and Information Security teams to mitigate operational risk.
Support audits and client inquiries related to operational performance and controls.
Operational Excellence, Automation & AI
Drive operational efficiency through process improvement, automation, and AI‑enabled solutions.
Identify opportunities to reduce manual effort, increase scalability, and improve turnaround times.
Partner with Product, Engineering, and AI teams to operationalize new capabilities.
Cross‑Functional Coordination
Coordinate operational support across Product, Client Relations, Professional Services, IT, Data, and other internal teams.
Serve as a central point of alignment for operational execution impacting client delivery.
Ensure smooth handoffs, clear ownership, and consistent communication across functions.
Other duties as assigned.