Account Operations Director

About Circles Culture:
The Circles culture is an inclusive environment that encourages self-expression and individuality. Creating a space for open communication, respect, and job development empowers our employees to pursue their career goals and advance personally and professionally. Circles prioritizes the wellbeing of our employees so that our consumers experience that same level of care.

Position Overview:
The role of Account Operations Director is to be the key liaison between Circles, the client, and their valued international patients. The Account Operations Director plays a vital role in delivering exceptional service, nurturing strategic partnerships, and overseeing a high-performing, multicultural team.

This is a highly visible leadership role where you'll ensure the program’s success across operations, cultural engagement, service excellence, and client growth. Reporting to the U.S. Operations leadership team, you’ll bring a global mindset and compassionate leadership style to help elevate the overall guest experience.

Job Responsibilities

·         Serve as the primary point of contact between Circles, the Mayo Clinic, and their international patients.

·         Oversee performance and development of team of 9+ local and remote employees, ensuring the consistent delivery of world-class hospitality services across all locations.  

·         Lead staffing schedules, PTO coverage, OT management and recruitment to ensure optimal staffing levels for seamless operations across all locations. Solve unexpected coverage gaps by proactively negotiating coverage with staff. 

·         Review daily work of onsite staff to ensure accuracy, consistency in service request documentation within the CRM tool, and data integrity for reporting. 

·         Create effective development and action plans, providing consistent, balanced, and timely feedback on employee performance. 

·         Lead the onboarding and continuous training of new team members, ensuring high standards of service and operational efficiency. 

·         Lead a diverse, multicultural team, ensuring high engagement, cultural sensitivity, and alignment with Mayo expectations. 

·         Build and maintain trusted relationships with clients, governmental entities, local partners, patients, and cross-functional teams.

·         Collaborate with internal departments (account management, sales, marketing, operations, HR) to align goals, communicate needs, and ensure smooth program execution.

·         Manage project timelines, financial analysis, budgeting, and reporting in coordination with leadership.

·         Support client contract renewals and strategic program development.

·         Champion operational improvements, technology integration, and new service initiatives.

·         Foster a culture of empathy, integrity, and service excellence that reflects the values of both Circles and our clients.

·         Create monthly client data reports.

Requirements: 

·         High school diploma or equivalency required, bachelor’s degree in business or related field preferred.

·         7+ years in an Account Director/Executive role or similar client leadership position.

·         Experience in international programs, concierge services, or hospitality/healthcare industries is a strong plus.

·         Proficiency in MS Office Suite (Excel, Word, PowerPoint).

·         Candidates Bilingual in English and Arabic are highly encouraged to apply.

• Medical, dental, vision Insurance starting the first day of the month after hire
• Long term and short-term disability insurance paid for by Circles
• 401k with match
• Life insurance paid for by Circles
• Unlimited PTO
• Paid holidays
• Access to discount programs
• 30 day paid sabbatical
• HSA/FSA account eligibility
• Access to Employee Assistance Program