Vice President, PBM Client Implementation & Delivery Quality

Role Description

The VP, PBM Client Implementation & Delivery Quality is accountable for leading and executing growth initiatives with a strong emphasis on high‑quality client implementation, delivery consistency, and operational excellence. This role ensures that new and existing clients receive services that align with contractual commitments, regulatory expectations, and Navitus quality standards.

• Supports the SVP, Chief Growth Officer in executing growth strategies with a primary focus on client implementation quality, delivery performance, and execution integrity.
• Oversees and is accountable for quality assurance across client implementations, including adherence to documented requirements, contractual obligations, and internal delivery standards.
• Drives accountability for implementation accuracy, completeness, and timeliness, including oversight of post‑implementation reviews and corrective action plans.
• Leads continuous improvement efforts to strengthen delivery quality, operational controls, and client experience, informed by implementation outcomes and client feedback.
• Provides executive oversight of the Implementation, Technical Oversight, and Business Development Systems teams to ensure quality controls are embedded throughout the implementation lifecycle.
• Establishes and monitors quality metrics, service standards, and performance indicators and guarantees related to client onboarding, product activation, and ongoing delivery.
• Identifies, escalates, and mitigates delivery risks, including implementation defects, documentation gaps, or breakdowns in cross‑functional handoffs.
• Provides operational and quality oversight for assigned functional areas, ensuring processes, controls, and outputs meet defined standards, regulatory requirements, and internal policies.
• Owns end‑to‑end issue management, including intake, triage, root cause analysis, remediation planning, and closure of operational, compliance, or provider‑related issues.
• Establishes and oversees quality assurance and control frameworks, including routine monitoring, exception tracking, testing, and documentation of corrective actions.
• Monitors trends in errors, defects, rework, complaints, and escalations; implements preventive controls and process improvements to reduce recurrence.
• Partners with the Accreditation and Clinical Quality teams to ensure client implementation and delivery practices align with applicable accreditation standards, service excellence requirements, and clinical quality expectations.
• Advances company quality objectives by embedding accreditation‑informed quality standards into client delivery models, implementation governance, and continuous improvement initiatives.
• Partners with Sales, Product, Customer Success, Proposals, and Navitus leadership teams to ensure that market feedback is reflected in the delivery of services, marketing presentations, and responses to RFPs.
• Ensures adherence to policies, procedures, and contractual requirements, and supports audit readiness through strong documentation, evidence management, and issue remediation.
• Collaborates with VP, Enterprise Product Strategy to ensure products and services are designed and implemented in a manner that supports consistent, high‑quality delivery.
• Partners with Navitus leadership to refine implementation models, operating cadences, and governance forums focused on delivery quality and client outcomes.
• Enhances Navitus’s reputation for excellence by ensuring reliable, high‑quality service delivery to clients and partners.
• Drives accountability for value realization through oversight of the Implementation team and post-implementation program reviews.
• Leads, develops and inspires high‑performing teams by providing strategic direction, aligning talent and resources with organizational goals, and emphasizing accountability, quality ownership, and continuous improvement across key initiatives.
• Mentors and develops team members through coaching, feedback, and career planning, building a strong pipeline of future leaders and supporting professional growth.
• Participates in, adheres to, and supports compliance, people and culture, and learning programs.
• Performs other duties as assigned.

Qualifications

• Bachelor’s degree in Business Administration, Healthcare Management, or related field, or equivalent work experience, required.
• Master’s in Business Administration preferred.
• 10+ years of experience driving strategic initiatives required.
• 10+ years’ experience leading and developing multi-disciplinary teams required.
• Experience in a strategic leadership role within the healthcare or pharmacy sector preferred.
• Knowledge and deep understanding of financial models for pharmacy benefits and the value of a transparent and full-pass administrative services model required.
• Demonstrated experience in building strong business relationships required.
• Demonstrated ability to develop and implement strategic plans in a complex business environment required.
• Strong track record of successfully planning and achieving high quality and productive goals through teams required.

Requirements

• Location: Remote

Benefits

• Pay Range: USD $186,301.21 - USD $232,876.51 /Yr.
• STAR Bonus % (At Risk Maximum): 35.00 - CLO, CCO, Managing VP, Other VP
• Core business hours
• Remote Work Notification: Navitus is unable to offer remote work to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming.