Director of Operations & Client Success
About the role
Director of Operations & Client Success
Department: Client Success & Operations | Reports to: VP of Strategic Operations | Type: Full-Time
About Vanna Health
Vanna Health is transforming care for individuals living with serious mental illness through innovative partnerships, integrated care delivery, and a relentless focus on outcomes. We partner with health plans and payer organizations to improve outcomes and reduce total cost of care across markets.
About the Role
The Director of Operations & Client Success will lead the operational infrastructure that supports Vanna's growth while serving as the primary relationship owner for clients and strategic partners. This role owns operational excellence, client engagement, operational readiness, and continuous improvement. As Vanna grows, this leader will play a key role in helping define and build the future Operations and Client Success functions that support our long-term strategy.
Future-State Vision
- As Vanna continues to scale, Operations and Client Success are expected to evolve into dedicated functions with specialized leadership and teams.
- Enterprise Training & Enablement is anticipated to transition to a future People organization while maintaining close partnership with Operations.
What You'll Do
Client Success & Relationship Management
- Serve as the primary relationship owner for assigned client accounts.
- Build and maintain executive-level client relationships.
- Lead governance meetings, business reviews, and stakeholder communications.
- Serve as the voice of the customer internally.
- Partner with executive leadership to support renewals and expansion opportunities.
- Ensure clients have visibility into program activities, priorities, and progress.
Operational Excellence
- Own and continuously improve SOPs, workflows, playbooks, and operational standards.
- Drive consistency across markets and programs.
- Identify opportunities to improve efficiency, scalability, and execution.
- Partner across departments to implement operational improvements.
Operational Readiness
- Ensure teams have the tools, resources, and operational guidance needed to execute successfully.
- Partner with People and Leadership teams on onboarding and readiness efforts.
- Support organizational readiness for new programs, initiatives, and growth.
- Define operational competencies, expectations, and standards required for successful execution.
Continuous Improvement
- Leverage client feedback and operational insights to drive improvements.
- Identify opportunities to enhance operational effectiveness and client experience.
- Partner with the Director of Implementation & Program Execution to ensure operational readiness for new initiatives.
- Partner closely with the Director of Clinical Operations & Member Experience to ensure operational standards, workflows, and client priorities support an exceptional member experience.
What This Role Owns
- Client relationships, satisfaction, and retention.
- Governance meetings and executive-level client engagement.
- Operational standards, SOPs, and playbooks.
- Operational readiness and continuous improvement.
- Voice of the customer — ensuring client needs and expectations are reflected internally.