Director of Technical Implementation

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

📋 Description

• Oversee the client onboarding process and lead the technical implementation team from start to finish.

• Develop, manage, and mentor the technical implementation team, which includes Implementation Managers.

• Provide coaching to the team on quality of delivery, escalation procedures, and autonomous problem-solving.

• Strategically plan for capacity and staffing as the volume of implementations increases.

• Establish operating rhythms, stand-up meetings, escalation protocols, and feedback mechanisms.

• Enhance visibility into the status of implementations and identify sources of delays.

• Take ownership of delivery for a substantial concurrent portfolio of mid-market and enterprise implementations, guiding projects from requirements gathering through to go-live.

• Ensure timely and precise launches involving eligibility, claims, prior authorization file setups, SFTP connections, and platform configurations.

• Lead the remediation of any off-track implementations, focusing on root cause analysis, stakeholder communications, and validation of fixes.

• Standardize implementation processes, create SOPs, and maintain comprehensive documentation; reinforce QA for configuration and file processes.

• Collaborate with the Engineering team to minimize manual tasks in file processing, data ingestion, and reporting.

• Act as the senior point of contact for TPA, health plan, and carrier partners during the onboarding phase.

• Work together with the Finance team on carrier billing setup and with Client Success on transitions post-go-live.

• Report directly to the SVP of Client Operations & Success.

⛳️ Requirements

• 8+ years of experience in technical implementation, technical operations, or SaaS delivery.

• At least 3 years of experience managing a team of senior or principal-level individual contributors.

• Proven experience in designing team processes, escalation paths, or tracking systems for a large portfolio of implementations.

• Experience in startup or growth-stage environments, developing implementation processes, SOPs, or playbooks from the ground up.

• Demonstrated ability to manage multiple implementations concurrently through to go-live, ensuring adherence to timelines and quality of delivery.

• Expertise in healthcare implementations involving eligibility and claims files, SFTP, and partnerships with TPA, health plans, or carriers.

• Practical experience in setting up files and integrations, along with troubleshooting file or data issues.

• Experience in leading the remediation of off-track implementations, including managing escalations and communicating with stakeholders.

• Skilled in conveying implementation status, risks, and technical requirements to both technical and non-technical stakeholders.

• Must possess the ability to work in the United States and be legally authorized to do so.

• Required to disclose if visa sponsorship will be necessary to work in the United States.

🏝️ Benefits

• Equity / stock options

• Competitive total rewards package