Director of Operations

Advanced Rehab Management • Grand Blanc, MI

5d

About The Position

Advanced Rehab Management Services (ARMS) is seeking an experienced Director of Account Management Operations to lead and strengthen its growing Account Management operation. This is a hands-on operational leadership role for someone who knows how to lead managers, create accountability, use data to drive decisions, and turn operational challenges into sustainable solutions. The role involves directly leading Senior Account Managers, ensuring their teams have the necessary structure, training, capacity, and support to perform at a high level. The Director will also serve as the primary operational escalation point between Account Management leadership and the Vice President of Operations. This position is ideal for individuals who enjoy building strong leaders, solving complex operational problems, and creating structure in a growing organization.

Requirements

• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, Finance, or a related field preferred.
• 7+ years of progressive experience in healthcare operations, revenue cycle, reimbursement, account management, client services, or related operations preferred.
• 3+ years of direct leadership, management, or manager-of-managers experience strongly preferred.
• Proven ability to lead managers through measurable expectations, coaching, accountability, and performance improvement.
• Strong understanding of workflow management, capacity planning, SLA and backlog management, and operational performance.
• Ability to analyze performance data and turn it into staffing, training, workflow, and process decisions.
• Strong judgment, problem-solving, and executive communication skills.
• Experience working cross-functionally with operational and business teams.
• Salesforce, Microsoft Office, reporting tools, and general business technology proficiency.

Responsibilities

• Lead, coach, and develop Senior Account Managers.
• Establish clear expectations, priorities, KPIs, and accountability across Account Management teams.
• Monitor workload, productivity, backlog, SLA performance, quality, and team capacity.
• Identify operational risks early and establish clear recovery plans when performance falls outside expectations.
• Ensure managers address employee training, performance, attendance, and development consistently and promptly.
• Evaluate staffing and capacity needs using workload and performance data.
• Resolve operational escalations and bring recommendations—not just problems—to executive leadership.
• Partner with Technology, Finance, Compliance, Human Resources, and other departments to resolve operational barriers.
• Identify recurring workflow problems and turn them into sustainable process and technology improvements.
• Provide the Vice President of Operations with clear visibility into performance, risks, capacity, and decisions needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior