Director, Implementation – Client Operations

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

📋 Description

• Develop and implement structured playbooks that guarantee consistent, high-quality client launches for all clients.

• Create a scalable, automation-oriented implementation model that supports growth without necessitating linear increases in headcount.

• Oversee the transition process between Sales (pre-contract) and Client Services (post-launch), ensuring seamless continuity and alignment among various internal teams.

• Collaborate with Sales during active deal phases to identify implementation risks, communicate go-live timelines, and influence client decisions, including off-cycle launches.

• Adopt a systems-thinking perspective that integrates Sales, Operations, Data, and Engineering into a unified operational model that fosters long-term client success.

• Manage and nurture your team, sharing accountability for a portfolio of over 20 annual launches.

• Take ownership of end-to-end implementation for large-scale clients (20k+ lives), encompassing behavioral health, pediatrics, on-site popups, FFS structures, and health plan integrations.

• Establish and oversee eligibility and roster management processes across various client types, including real-time eligibility checks, file-based roster management, and member offboarding.

• Supervise the business logic and operational standards for client eligibility and roster management (including EDI/834 workflows), collaborating with technical teams responsible for the underlying engineering.

• Identify and implement automation initiatives throughout the implementation cycle to minimize manual efforts and enhance accuracy.

• Investigate and utilize AI-driven solutions where applicable, such as data validation, file processing, and anomaly detection, to boost efficiency and scalability.

• Create and provide real-time insights into the implementation pipeline, covering timelines, risks, dependencies, and project health.

• Transition implementation tracking from Google Drive to Salesforce, establishing visibility into the pipeline and capacity planning infrastructure.

• Develop and maintain a standardized reporting suite (both internal and client-facing) that tracks implementation milestones, enrollment metrics, and data integrity.

• Collaborate with Data teams to produce scalable analytics that assist operational decision-making, forecasting, and ongoing improvements.

• Establish and monitor key success metrics: time-to-launch, data quality, and implementation performance.

• Act as the strategic primary contact for partner stakeholders, delivering high-touch support throughout technical integrations and onboarding for virtual and community-based delivery models.

• Serve as the link between the initial sales cycle and operational execution, enhancing the concierge experience while reinforcing the trust built by Sales.

• Involve Client Services account teams early in the implementation phase to ensure a smooth transition to long-term account management.

• Maintain a focus on long-term client success and renewal, starting from the implementation phase.

⛳️ Requirements

• 7+ years of experience leading complex technical implementations in the healthcare sector (Payer, Provider, or Health Tech).

• A demonstrated history of implementing solutions for Health Plans, Health Systems, Employers, and/or SLED clients, including accounts with 20k+ lives.

• Proven experience managing over 20 concurrent implementations across diverse lines of business and/or complexities (e.g., global).

• In-depth knowledge of healthcare data exchange (HL7, FHIR, EDI) and the intricacies of managing eligibility and reporting files.

• Direct experience with eligibility file management, including roster ingestion, member gating, and offboarding.

• Familiarity with CRM systems used for implementation tracking, pipeline management, and reporting (Salesforce preferred).

• Experience in designing and applying automation solutions within operational workflows.

• Knowledge of AI applications in business operations, with the skill to identify practical use cases.

• Proficiency in building or refining dashboards (Tableau, Looker, Power BI) and project management tools.

• Experience managing at least one direct report; a track record of building and developing teams is preferred.

• Outstanding external client-facing abilities, with the capacity to influence senior-level stakeholders.

• A player-coach mentality: equally adept at strategic planning and addressing immediate partner challenges.

• PMP, CPHIMS, or equivalent professional certification is a plus.

🏝️ Benefits

• Medical / Dental / Vision insurance

• Flexible Spending Account

• Health Savings Account + match

• Company paid STD/LTD, AD&D, and Life insurance

• Paid Family Leave

• 401K + match

• Paid Time Off