Director of Operations & Client Success

Role Overview

The Director of Operations & Client Success is a senior leadership role responsible for owning client relationships and supporting operational performance and cross-functional execution for Morse’s Healthcare and Government Services programs. This role serves as the primary escalation point for clients and internal teams, ensuring operational excellence and strong client partnerships while leading and supporting a high-performing operations team.

The ideal candidate is highly organized, comfortable navigating ambiguity, and experienced in managing complex, regulated programs that require close coordination across engineering, product, finance, vendors, and customer service teams.

Key Responsibilities

Client Relationship Management

• Serve as the primary escalation point for Healthcare and Government Services clients, owning triage, prioritization, and coordination of complex issues across internal teams.
• Prepare for and participate in monthly and quarterly client business reviews, including performance reporting, operational metrics, roadmap discussions, and executive-level updates.
• Act as a trusted advisor to clients by addressing questions related to compliance, SLAs, reporting, and overall operational performance.
• Proactively identify risks and opportunities to improve client satisfaction, program outcomes, and long-term partnerships.

Cross-Functional Leadership & Escalation Management

• Lead cross-functional problem-solving efforts to resolve high-impact issues efficiently and effectively.
• Ensure alignment across teams on priorities, timelines, and expectations for client deliverables and operational initiatives.

Vendor & Partner Management

• Serve as the executive operations owner for the card vendor, acting as the leadership liaison and primary escalation point.
• Oversee vendor performance, issue resolution, and ongoing operational alignment to ensure contractual and service expectations are met.

Financial & Commercial Support

• Provide leadership oversight for funding and financial reconciliation processes, including settlement, disputes, claims, and exception handling.
• Support sales efforts by providing operational input, readiness assessments, and executive-level updates during client meetings and implementations.
• Partner closely with finance to ensure accuracy, transparency, and efficiency in financial operations tied to client programs.

Reporting, Compliance & Program Oversight

• Act as the business owner and product owner for operational and client reporting, including quality assurance, enhancements, prioritization, and backlog management.
• Produce and present a weekly operational leadership report summarizing performance, risks, escalations, and key initiatives.

People Management & Team Operations

• Guide team members through challenging client escalations, engineering-related questions, file-based processing issues, and customer service troubleshooting.
• Foster a collaborative, accountable, and solutions-oriented team culture.
• Identify opportunities for process improvement, scalability, and operational efficiency across the team.

Qualifications

• 8 years of experience in operations, client success, or program management, preferably within healthcare, government services, fintech, or other regulated environments.
• Proven experience managing executive-level client relationships and complex escalations.
• Strong cross-functional leadership skills with experience partnering closely with engineering, product, finance, and customer service teams.
• Demonstrated understanding of compliance, SLAs, reporting, and operational governance.
• Experience managing vendors and external partners.
• Strong analytical, communication, and executive-presence skills.
• Prior people management experience required.

Preferred Qualifications

• Experience supporting card programs, payments, benefits administration, or financial services.
• Familiarity with government-funded or healthcare benefit programs.
• Experience scaling operations in a growing or evolving organization.