Director, Partner Success and Growth Operations

Job Description:

About the Role:

The Director, Partner Success and Growth Ops role radically improves healthcare by shaping and executing strategic initiatives to drive growth, operational excellence, and overall business success. This leadership position involves providing strategic direction, supporting business development efforts, and enabling cross-functional collaboration. The ideal candidate will have a strong background in healthcare strategy, account management/customer success, and a proven track record of driving organizational success.

Responsibilities:

Partner Relationship Management:

• Cultivate and maintain strong relationships with external partners in the healthcare industry.

• Serve as the main point of contact for senior partners externally and internally supporting inquiries, feedback, and escalations.

Partner Success Planning:

• Strategic planning for the selection of new partners as well as expanding partnerships with existing stakeholders.

• Develop and implement partner success plans aligned with organizational goals and objectives.

• Collaborate with partners to identify key performance indicators (KPIs) and success metrics.

Collaborative Initiatives:

• Work closely with partners (internal and external) to drive collaborative initiatives and joint projects.

• Ensure alignment of partner activities with the organization's strategic priorities.

Needs Assessment:

• Conduct regular needs assessments to understand partner requirements, challenges, and opportunities.

• Proactively address partner needs and provide solutions to enhance success.

Performance Monitoring:

• Monitor and analyze partner performance against established KPIs.

• Provide regular updates and reports to internal stakeholders and partners.

Issue Resolution:

• Address and resolve any issues or challenges faced by partners in a timely and effective manner.

• Collaborate with internal teams to ensure swift issue resolution.

Contract Management:

• Oversee the management of partnership contracts, ensuring compliance and adherence to terms.

• Work with legal and finance teams to facilitate contract negotiations and renewals.

Communication:

• Facilitate clear and effective communication between the organization and partners.

• Provide regular updates on organizational activities and changes that may impact partnerships.

Training and Support:

• Provide training and support to partners as needed.

• Ensure partners have access to necessary resources and information.

Feedback Collection:

• Collect feedback from partners on their experiences and areas for improvement.

• Use feedback to enhance partnership and growth processes and strategies.

Strategic Planning:

• Contribute to the development of strategic plans for partner success.

• Support development of standardized growth-oriented materials for annual planning. 

• Identify opportunities for expanding and deepening partnerships.

Team Collaboration:

• Collaborate with internal teams, including sales, marketing, and product development, to support initiatives for individual partners and across partners.

• Ensure cross-functional alignment for successful partnership outcomes.

Requirements:

• Bachelor's degree in Business Administration, Healthcare Administration, or a related field. Master's degree is a plus.

• 7+ years of experience in partner management, account management, or a related role in the healthcare industry.

• In-depth understanding of the healthcare industry, including market dynamics, regulatory landscape, and industry trends.

• Proven track record of successfully managing relationships with external partners.

• Ability to collaborate effectively with internal teams and external partners to achieve common goals.

• Proactive approach to problem-solving and relationship building.

• Strategic mindset with the ability to contribute to the development and execution of partner success and overall growth strategies.

• Ability to analyze data and metrics to drive informed decision-making.

• Ability to convey complex concepts in a clear and compelling manner.

• Familiarity with contract management processes and practices.

• Experience in negotiating and managing partnership contracts.

• Customer-centric approach with a focus on delivering value to partners.

• Strong commitment to partner success and satisfaction.

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. The expected salary range for this position is: 

$132,000 – $185,000

Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

Covid 19 Update - Please Read:

Cityblock requires those hired into this position to provide proof that they have received the COVID-19 vaccine.  Any individuals subject to this requirement may submit for consideration a request to be exempted from the requirement (based on a valid religious or medical reason) on forms to be provided by Cityblock.  Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption.  Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed. This vaccination requirement is based, in part, on recently established government requirements.  The requirement is also based on the safety and effectiveness of the vaccine in protecting against COVID-19, and our shared responsibility for the health and safety of members, colleagues, and community.

The COVID-19 pandemic has severely impacted the health and lives of people around the world, including the vulnerable populations Cityblock serves. As a healthcare provider, Cityblock holds ourselves to the highest standards when promoting the health and safety of those who we serve. Given that the COVID-19 vaccines are one of the most powerful tools to fight this disease and save lives, Cityblock is implementing a COVID-19 booster mandate for Washington, D.C. employees under the guidance of local/state mandates.

Medical Clearance (for Member-Facing Roles):

You must complete Cityblock’s medical clearance requirements, which include, but may not be limited to, evidence of immunity to MMR, Hepatitis B, Varicella, and a TB screen, or have an approved medical or religious accommodation that precludes you from being vaccinated against these diseases.

We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.