Director of Technical Implementation
Accountabilities: Lead the implementation organization: Build, manage, coach, and develop a team of Senior Technical Implementation Managers, establishing clear ownership across a large and concurrent portfolio of implementations.
Plan capacity and staffing: Monitor implementation volume, allocate resources effectively, and help the team determine when issues should be resolved independently versus escalated.
Establish operating standards: Design the team's operating rhythm, including standups, escalation paths, feedback loops, and processes for identifying and removing delivery roadblocks.
Create implementation visibility: Establish reliable tracking and reporting so leadership can clearly understand the status of every implementation, identify sources of delay, and proactively address risks.
Own end-to-end delivery: Oversee a large portfolio of mid-market and enterprise implementations from requirements gathering through successful go-live, with accountability for timelines and delivery quality.
Drive technical launches: Ensure accurate, on-time implementation of eligibility, claims, and prior authorization file processes, SFTP connections, and platform configurations.
Lead remediation: Take ownership when implementations go off track, driving root cause analysis, stakeholder communication, corrective actions, and validation of fixes.
Standardize and improve processes: Build scalable SOPs, playbooks, and documentation while strengthening quality assurance for configurations, file processes, and data integrity.
Improve operational efficiency: Partner with Engineering to reduce manual work across file processing, data ingestion, and reporting.
Manage external partners: Serve as the senior implementation owner for TPA, health plan, and carrier partners, translating their requirements into scalable solutions across multiple launches.
Coordinate cross-functional delivery: Partner with Finance on carrier billing setup and with Client Success to ensure clean and effective handoffs after go-live.
Support complex benefit implementations: Apply experience with highly customized benefit plans, including carve-outs, mandatory programs, and incentive-driven plans, to guide effective launch decisions.
Optimize client launches: Drive the decisions and implementation approach needed to create strong client profiles and support high levels of engagement following launch.
Requirements
Technical implementation experience: 8+ years in technical implementation, technical operations, or SaaS delivery, including 3+ years managing senior or principal-level individual contributors.
Leadership experience: Proven ability to build, manage, and develop high-performing implementation teams while maintaining accountability for delivery quality.
Healthcare expertise: Hands-on healthcare implementation experience involving eligibility and claims files, SFTP, and TPA, health plan, or carrier partners.
Payer knowledge: Strong understanding of payors and how to collaborate with payors on data and clinical integrations.
Implementation operations: Experience designing team processes, escalation paths, tracking systems, or other operational structures that provide clear visibility across a large implementation portfolio.
Scalable process building: Experience creating implementation processes, SOPs, and playbooks from scratch in a startup or growth-stage environment where priorities can change quickly.
Portfolio management: Demonstrated experience managing multiple implementations simultaneously through go-live while maintaining ownership of timelines, quality, and delivery outcomes.
Data and integration management: Hands-on experience managing file and integration setup, troubleshooting data or file issues, and monitoring data feed quality and volume through dashboards.
Escalation management: Experience identifying when escalation is necessary and leading remediation efforts when implementations encounter significant issues.
Project management: Strong project management skills with the ability to coordinate complex dependencies, timelines, stakeholders, and technical requirements.
Communication: Ability to clearly communicate implementation status, risks, requirements, and decisions to both technical and non-technical stakeholders.
Startup mindset: Comfortable working at startup speed and adapting processes as the organization and implementation volume grow.
Preferred experience: Experience managing 20+ simultaneous implementations, working at a TPA, health plan, carrier, or healthcare consulting firm, or serving as a people leader who also personally owned complex or escalated implementations is a plus.
Benefits
Compensation: $155,000–$210,000 USD, plus equity.
Healthcare: Health coverage with 100% premium coverage for eligible plans.
Retirement: 401(k) plan.
Paid time off: Uncapped vacation, plus sick leave and public holidays.
Work flexibility: Fully remote work arrangement within the United States.
Equity: Stock options as part of the total rewards package.
Compensation flexibility: Final compensation may vary based on experience, location, internal pay equity, and other relevant business considerations.
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