This position is listed on behalf of a partner company, who manages all applications and next steps.
The role is fully remote in the United States and reports to the SVP of Client Operations & Success.
Responsibilities
Lead the implementation organization: build, manage, coach, and develop a team of Senior Technical Implementation Managers.
Plan capacity and staffing: monitor implementation volume, allocate resources, and determine escalation needs.
Establish operating standards: design operating rhythm, escalation paths, feedback loops, and processes for removing delivery roadblocks.
Create implementation visibility: establish reliable tracking and reporting for implementation status and risks.
Own end-to-end delivery: oversee a large portfolio of mid-market and enterprise implementations from requirements gathering through go-live.
Drive technical launches: ensure accurate, on-time implementation of eligibility, claims, and prior authorization file processes, SFTP connections, and platform configurations.
Lead remediation: drive 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.
Improve operational efficiency: partner with Engineering to reduce manual work across file processing, data ingestion, and reporting.
Manage external partners: serve as senior implementation owner for TPA, health plan, and carrier partners.
Coordinate cross-functional delivery: partner with Finance on carrier billing setup and with Client Success on handoffs.
Support complex benefit implementations: apply experience with customized benefit plans, carve-outs, mandatory programs, and incentive-driven plans.
Optimize client launches: drive decisions and implementation approach for strong client profiles and engagement.
Requirements
8+ years in technical implementation, technical operations, or SaaS delivery, including 3+ years managing senior or principal-level individual contributors.
Proven ability to build, manage, and develop high-performing implementation teams.
Hands-on healthcare implementation experience involving eligibility and claims files, SFTP, and TPA, health plan, or carrier partners.
Strong understanding of payors and collaboration on data and clinical integrations.
Experience designing team processes, escalation paths, tracking systems, or operational structures.
Experience creating implementation processes, SOPs, and playbooks from scratch in a startup or growth-stage environment.
Demonstrated experience managing multiple implementations simultaneously through go-live.
Hands-on experience managing file and integration setup, troubleshooting data or file issues, and monitoring data feed quality through dashboards.
Experience identifying escalation needs and leading remediation efforts.
Strong project management skills for complex dependencies, timelines, stakeholders, and technical requirements.
Ability to communicate implementation status, risks, requirements, and decisions to technical and non-technical stakeholders.
Comfortable working at startup speed and adapting processes as the organization grows.
Preferred: experience managing 20+ simultaneous implementations, working at a TPA, health plan, carrier, or healthcare consulting firm.