Senior Director, Implementation

As the Senior Director, Implementation, you will play a critical role in managing new partner launches and overseeing process improvement projects to optimize the partner implementation experience. Reporting to the VP, Growth, this role will require effective cross-functional coordination across teams and play an essential role in supporting cross-functional dependency management, recognizing and bridging foundational gaps as well as the incorporation of external feedback to build scalable processes. This leader will be responsible for creating comprehensive project plans that cover the entire implementation process from start to finish, addressing gaps and managing delays across interdependent groups. The successful candidate will need to adeptly balance strategic leadership and hands-on management to drive successful outcomes in complex, multi-workstream implementations.

What You'll Do:

• Build and develop new processes, materials, and tools to ease implementation process on both internal and external stakeholders
• Ensure successful deployment of projects and maintain high levels of partner satisfaction, with a focus on both initial go-live and post-implementation support.
• Partner with Vice President, Growth to develop implementation KPIs and performance metrics
• Own all aspects of complex, multi-workstream implementations, including; client presentations, milestone tracking, and ongoing stakeholder management both internally and externally
• Define project requirements, prioritize tasks, and work closely with workstream leads to ensure projects are appropriately resourced and align with overall strategic goals.
• Establish trusted relationships with partners, using insights to anticipate their needs and effectively address potential challenges.
• Coordinate handoffs with relevant internal account management and market leadership teams to drive a seamless and streamlined ongoing partner experience
• Identify and solve for opportunities to standardize and improve as many components of our implementation process as possible
• Develop and maintain internal reporting mechanisms and status updates to keep senior leadership informed of active and upcoming implementations.

What You'll Need:

• Bachelor's degreeor equivalent combination of education and experience
• 8-10+ years of experience managing large-scale, complex projects involving both internal and external stakeholders, with proven expertise in cross-functional execution
• 5-6+ years of implementation and/or process improvement experience, preferably at a technology enabled, value-based healthcare services company
• Proven, progressive leadership experience and a track record of managing high-performing teams
• Excellent organizational, project management, and communication skills, with a proven ability to manage detailed, multi-phase projects.
• Experience working with project management tools (Asana, Confluence, Jira) preferred
• High attention to detail and a process-oriented mindset, capable of coordinating complex projects from planning to execution.
• A demonstrated track record of meeting and exceeding customer expectations, with the capability to navigate ambiguity and lead through change.
• Proactive, self-driven, and comfortable leading initiatives for improvement and optimization.
• 10% travel required for internal meetings and partner interactions.