Director of Technical Implementation

As Director of Technical Implementation, you will lead the end-to-end onboarding and technical implementation function for a large portfolio of mid-market and enterprise clients.

You’ll manage a team of senior implementation professionals while establishing the standards, processes, and operating rhythms that support reliable delivery at scale.

The role combines strategic leadership with hands‑on involvement in complex or escalated launches, ensuring clients go live accurately and on time.

You’ll work closely with Engineering, Client Success, Finance, TPAs, health plans, and carriers to translate technical and operational requirements into effective solutions.

Your scope will include eligibility and claims files, prior authorization setup, SFTP connections, platform configuration, data quality, and billing integrations.

This is a high-ownership leadership opportunity in a fast-changing environment where you’ll build scalable processes while continuously improving implementation quality and visibility.

The role is fully remote in the United States and reports to the SVP of Client Operations & Success.

• 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.

• 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,…