Director of Operations

Job Description

Job Description

Build Strong Teams. Strengthen Operations. Make an Impact.

Advanced Rehab Management Services (ARMS) is looking for an experienced
Director of Account Management Operations to lead and strengthen our 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.

You'll directly lead our Senior Account Managers and ensure their teams have the structure, training, capacity, and support needed to perform at a high level. You'll also serve as the primary operational escalation point between Account Management leadership and the Vice President of Operations.

If you enjoy building strong leaders, solving complex operational problems, and creating structure in a growing organization, this may be a great fit.

What You'll Own

• 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 We're Looking For

• 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.

What Success Looks Like

You'll know you're succeeding when:

• Senior Account Managers confidently lead and own their teams.
• Workload, output, backlog, SLA, and capacity are visible and under control.
• Performance and training gaps are addressed quickly and consistently.
• Operational risks are identified before they become crises.
• Recurring problems result in lasting solutions rather than repeated firefighting.
• Executive leadership receives clear recommendations and can remain focused on higher-level business priorities.

Why This Role Matters

This position is an important part of the next stage of our growth. We're looking for someone who can bring
leadership, structure, accountability, and operational discipline while continuing to develop the people and processes behind our Account Management organization.

If you're a strong operational leader who enjoys developing managers, solving problems, and building scalable teams, we'd love to hear from you.