VP, PBM Client Implementation & Delivery Quality

Company

About Us

Pay Range

STAR Bonus % (At Risk Maximum)

Work Schedule Description (e.g. M-F 8am to 5pm)

Remote Work Notification

Overview

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.

The VP partners closely with Growth, Sales, Implementation, Product, and Customer Success leaders to ensure quality outcomes across the full client lifecycle, including pre‑sale alignment, implementation readiness, and post‑implementation performance. The role provides executive oversight to ensure delivery risks are identified early, quality gaps are addressed proactively, and continuous improvement is embedded in client-facing operations during implementation and throughout the client lifecycle.

Responsibilities

• 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
• Provide operational and quality oversight for assigned functional areas, ensuring processes, controls, and outputs meet defined standards, regulatory requirements, and internal policies.
• Own end‑to‑end issue management, including intake, triage, root cause analysis, remediation planning, and closure of operational, compliance, or provider‑related issues.
• Establish and oversee quality assurance and control frameworks, including routine monitoring, exception tracking, testing, and documentation of corrective actions.
• Monitor trends in errors, defects, rework, complaints, and escalations; implement 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, including readiness for audits, reviews, and ongoing compliance obligations.
• Advances company quality objectives by embedding accreditation‑informed quality standards into client delivery models, implementation governance, and continuous improvement initiatives, ensuring consistency between client outcomes, regulatory expectations, and Navitus’s broader quality strategy.
• 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.
• Ensure adherence to policies, procedures, and contractual requirements, and support 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.
• Mentor and develop 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

• Education: Bachelor’s degree in Business Administration, Healthcare Management, or related field, or equivalent work experience, required. Master’s in Business Administration preferred.
• Experience:
  • 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.

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