Director, Implementation & Client Operations

Strategic Leadership and Scaling:

• Define and execute implementation playbooks that ensure repeatable, high-quality client launches across all clients
• Build a scalable, automation-first implementation model that enables growth without linear headcount increases
• Lead the handoff process between Sales (pre-contract) and Client Services (post-launch)

Eligibility and Data Management:

• Own end-to-end implementation for large-scale clients (20k+ lives), including behavioral health, pediatrics, on-site popups, FFS structures, and health plan integrations
• Define and maintain eligibility and roster management processes across client types
• Oversee the business logic and operational standards for client eligibility and roster management

Analytics and Pipeline Visibility:

• Build and deliver real-time visibility into the implementation pipeline, including timelines, risks, dependencies, and project health
• Migrate implementation tracking from Google Drive into Salesforce, establishing pipeline visibility and capacity planning infrastructure
• Build and own a standard reporting suite tracking implementation milestones, enrollment metrics, and data integrity