Sr. Account Operations Manager
About The Position
The Senior Account Operations Manager plays a critical role in managing complex, high‑value customer relationships for CoverMyMeds solutions that support medication access and adherence. Reporting to the Manager, Account Operations, this role serves as the primary operational contact for a portfolio of strategic accounts, ensuring strong execution of contracted programs, operational excellence, and a high‑quality customer experience. This position partners closely with cross‑functional teams across CoverMyMeds and McKesson to resolve issues, share customer insights, and support long‑term program success. The ideal candidate brings strong relationship management skills, sound judgment, and the ability to prioritize and manage a large book of business in a fast‑paced, client‑facing environment. Our prefered candidate will reside in Columbus OH to support a hybrid work schedule, but we may consider a well-qualified fully-remote candidate.
Requirements
- Bachelor’s degree in a related field or an equivalent combination of education and experience
- 4+ years of experience in account operations, account management, customer success, or a closely related customer‑facing role
Nice To Haves
- Experience managing complex, high‑value customer relationships or strategic accounts
- Background in customer success or account management within healthcare, health tech, pharmacy, or SaaS environments
- Strong ability to analyze data and translate insights into clear, customer‑friendly narratives
- Experience conducting or supporting quarterly business reviews and executive‑level customer discussions
- Familiarity with CRM platforms (e.g., Salesforce) and analytics/reporting tools (e.g., Tableau)
- Ability to work cross‑functionally and influence without authority
- Experience supporting customers through operational issues, system incidents, or escalations with professionalism and composure
- Pharmacy or pharmacy technician experience is a plus, but not required
Responsibilities
- Serve as the primary point of contact for day‑to‑day management of multiple complex customer accounts and programs
- Own execution of contractual deliverables, ensuring accuracy, compliance, and timely resolution of issues
- Act as the first point of escalation for customer program concerns; investigate root causes, coordinate solutions, and communicate outcomes
- Develop and maintain program plans, track progress toward goals, and proactively manage risks
- Manage and prioritize a large book of business (approximately 20–30 accounts), balancing urgency, impact, and customer needs
- Leverage data and reporting to identify trends, surface insights, and support customer conversations and recommendations
- Lead or participate in customer meetings, including quarterly business reviews, focused on performance, outcomes, and future opportunities
- Collaborate cross‑functionally with product, analytics, technology, and other internal partners to advocate for customer needs and improvements
- Promote continuous improvement by identifying opportunities to enhance processes and the overall customer experience
Benefits
- competitive compensation package
- annual bonus or long-term incentive opportunities may be offered
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What This Job Offers
Job Type
Full-time
Career Level
Senior
