Lead, develop, and inspire a client-facing implementation team to successfully deliver onboarding and implementation outcomes aligned to client commitments, contractual requirements, and performance targets.
Drive consistent, high-quality execution of implementations by strengthening project management discipline, risk identification, and remediation practices.
Partner across Sales, Account Management, Technology, Product, and Operations to ensure readiness, alignment, and efficient delivery for middle market clients.
Monitor implementation performance through KPIs, client feedback, and risk indicators, translating insights into actionable improvements and measurable results.
Champion change management efforts that enable adoption of new processes, tools, and ways of working across teams and leaders.
Standardize and mature implementation methodologies, tools, and communication frameworks to enhance clarity, consistency, and client experience.
Foster a culture of innovation and continuous improvement by identifying emerging trends and technologies, including AI-enabled solutions, that advance onboarding effectiveness and scalability that increases benefit realization, value creation, ROI and outcomes that improve the experience across our employees, clients, customers and members.
Develop future leaders through coaching, mentorship, and succession planning while maintaining accountability for results and behaviors.

8+ years of experience in client-facing implementation, project management, operations, or related roles.
6+ years of experience of leadership management.
Proven ability to successfully lead high performing teams through continual change and market pressures while meeting/exceeding client satisfaction and internal goals.
Entrepreneurial mindset with experience in startup environments or driving new initiatives within a large organization.
Proven ability to lead complex, cross-functional initiatives while navigating change and delivering strong client and business outcomes.
Demonstrated experience managing client risk, remediation plans, and stakeholder expectations in healthcare, health plan, PBM, or related environments.
Strong business and financial acumen with the ability to use data and insights to drive decisions and performance improvement.
Executive level communication and stakeholder influence skills, including the ability to prepare leaders for high-impact client and enterprise interactions.
Exposure to generative AI, analytics, or intelligent automation initiatives that improved operational effectiveness.
Travel up to 25% as needed, domestic and internationally.

Director of Implementation, US Employer Middle Market

Key skills