Director, Client Onboarding – Implementation

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the team responsible for the onboarding and launch of Included Health clients.

• Guide, develop, and retain implementation leaders, consultants, project managers, and other client-facing professionals.

• Oversee the complete implementation delivery for standard, complex, and transformational launches.

• Set expectations for launch readiness, quality, delivery, post-launch stability, and client transitions.

• Manage portfolio health, dependencies, scope, timelines, risks, capacity constraints, and crucial deliverables.

• Establish governance models, operating rhythms, escalation paths, and decision-making frameworks.

• Act as the escalation point for strategic, commercial, operational, or reputational risks and client-related issues during implementation.

• Utilize retrospectives, client feedback, and performance trends to identify systemic gaps and prioritize enhancements.

• Create quality controls, enablement, and repeatable implementation practices.

• Coordinate with Sales, Client Success, Product, Engineering/Systems, Operations, Clinical, and other partners on implementation priorities and client outcomes.

• Direct product, systems, integration, claims, operational, and member-support readiness for launches.

• Support tools and reporting that enhance visibility into readiness, risks, dependencies, and portfolio performance.

• Collaborate with Client Success and operations on client transitions and monitor early post-launch performance.

⛳️ Requirements

• 8+ years of progressive experience in SaaS implementation, client onboarding, implementation consulting, program management, or project management; 10+ years preferred.

• 3+ years of experience in leading and developing client-facing implementation or project management professionals, including managers where applicable.

• Proven experience in leading complex, multi-workstream implementations involving significant cross-functional dependencies, technical integrations, operational readiness, and executive stakeholders.

• Demonstrated ability to lead strategic implementation consulting and disciplined project/program execution.

• Proven skills in managing risks and escalations, enhancing quality, and delivering consistent, high-quality launches.

• Demonstrated executive presence and client leadership abilities, including facilitating senior-level governance forums and handling challenging conversations.

• Track record of developing scalable implementation methodologies, playbooks, standards, and operational processes.

• Strong cross-functional leadership capabilities and experience in influencing Sales, Client Success, Product, Engineering/Systems, Operations, Clinical, and other partners.

• Experience in healthcare, employee benefits, health technology, or a closely related ecosystem.

• Bachelor's degree or an equivalent combination of education and experience.

• Preferred: experience in healthcare benefits administration, claims operations, carrier ecosystems, healthcare data/integration environments, organizational change management, PMP/CSM or similar certification, Salesforce, Cloud Coach, Jira, operational and client-performance metrics, dashboards, and trend analysis.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Flexible work arrangements and remote work options.

• Professional development opportunities and continuing education support.

• Generous paid time off and holidays.