Account Operations Team Lead - Remote
Application Deadline:
19 December ****
Department:
Global Service Delivery
Employment Type:
Permanent - Full Time
Location:
Ireland
Description
Job Title:
Account Operations Team Lead
Reporting To:
Global Service Delivery Director
Location:
Europe Based
Work Type:
Remote
Role Overview
The Account Operations Team Lead manages a distributed team to ensure smooth, high-quality operational delivery across multiple client accounts.
You'll drive scheduling, workforce planning, reporting, and process improvements while fostering a collaborative, accountable, and client-first culture.
Working closely with Service Delivery Managers and Clinical teams, you'll proactively solve operational challenges, optimize workflows, and translate data into actionable insights that improve efficiency and client satisfaction.
This role combines hands-on leadership with strategic oversight to ensure consistent, reliable service delivery across all accounts.
While this role is remote, you may be requested to attend the office in Dublin from time to time for key meetings, collaboration sessions, or team events.
Key Responsibilities
Team Leadership & Ownership
Lead, mentor, and manage a distributed Account Operations team across multiple locations.
Take ownership of operational performance and client satisfaction across all accounts.
Set clear objectives and KPIs for the team and hold yourself and the team accountable for delivery.
Foster a collaborative, high-performance culture focused on quality and accuracy, problem-solving, accountability, process improvement and client-first thinking.
Identify operational challenges proactively and implement solutions to prevent issues before they impact clients.
Scheduling & Workforce Planning
Oversee the day-to-day scheduling and workforce planning activities for all client accounts.
Proactively ensure client schedules are planned 3 months in advance with clinicians to identify bottlenecks and inefficiencies in scheduling processes, implement solutions and improvements.
Ensure Account Operation Leads are equipped and empowered to resolve scheduling conflicts and escalations independently.
Collaborate with Clinical teams and Service Delivery Managers to balance clinician availability and client needs across regions.
Flag scheduling challenges and risks that cannot be resolved early and clearly to SDMs and SLT to ensure risks are mitigated effectively, and client expectations are managed.
Reporting & Analytics
Own the operational reporting process across all client accounts, ensuring timely, accurate, and actionable insights.
Take accountability for designing, owning and continuously evolving the operating rhythm for client reporting to ensure all contributors engage at the right time to meet deadlines.
Take accountability for ensuring all reporting data is accurate and produced on time.
Lead the team to deliver automation and simplify the process as the reporting sophistication evolves.
Translate workforce data into meaningful recommendations to improve efficiency and client satisfaction.
Drive continuous improvement initiatives based on data and trends, ensuring measurable results.
Client Onboarding & Support
Ensure the team provides accurate scheduling, reporting, and operational inputs to support client onboarding.
Support the Service Delivery Manager with information on escalations and complex client inquiries.
Ensure high-quality operational support and adherence to SLAs and contractual obligations.
Proactively identify and resolve operational challenges within the team's scope.
Process & System Optimization
Identify system and lead process improvement initiatives to optimize efficiency, consistency, and scalability.
Act as a solutions-focused champion for process standardization and operational excellence, driving consistent quality across all clients and minimizing operational impact on the clinical team and clinician network.
Empower the team to identify problems, propose solutions, and implement changes independently, ensuring changes are implemented consistently across all clients.
Collaboration & Cross-Functional Work
Work closely with Clinical teams, Service Delivery Managers, Talent Acquisition and other stakeholders to ensure seamless service delivery.
Promote a culture of shared responsibility, problem-solving, and accountability across teams globally.
Qualification & Experience
5+ years of experience in operations, workforce planning, or client delivery roles within a service-oriented or healthcare/technology environment.
2+ years of team leadership or supervisory experience, ideally in a remote or distributed team context.
Proven track record of improving operational efficiency, scaling processes, and driving measurable performance outcomes.
Strong background in scheduling, workforce planning, or capacity management.
Experience with data-driven reporting and KPI management.
Demonstrated success in cross-functional collaboration with service delivery, client success, or clinical operations teams.
Strong analytical and problem-solving skills with a proactive mindset.
Excellent communication and stakeholder management skills.
High level of accuracy, organization, and accountability.
Fluent in written and spoken English.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.
They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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