Director, Client Onboarding & Implementation

We're seeking a Director, Client Onboarding Implementation to lead the team that will work with internal and external stakeholders to onboard and launch Included Health clients. You will lead a team of managers that support implementation operations team members to bring our client contracts to reality. You will collaborate with leaders in sales, client success, operations, product, marketing, legal and finance to evolve processes and infrastructure, including optimization of implementation workflows, playbooks and other related systems.

Your data-driven insights and leadership on strategic operational initiatives will help influence the growth trajectory of Included Health and allow us to resolve the most important strategic and operational issues facing the business.

The right individual must be able to manage multiple competing priorities and adapt to change in a fast-paced and continually evolving environment.

We’re seeking a Director, Implementation to lead the people, operating model, and portfolio delivery disciplines that bring Included Health client commitments to life. This leader will manage and develop Implementation Consultants and Implementation Project Managers, oversee complex client launches, and create the governance, and cross-functional operating practices needed to deliver consistent, high-quality outcomes. The role partners closely with Sales, Client Success, Product, Engineering/Systems, Operations, Clinical, and other leaders to improve launch readiness, resolve critical issues, and scale implementation capabilities as the business evolves.

The ideal candidate combines strong team leadership with deep implementation judgment. They can move between executive-level client and internal conversations, portfolio-level risks and tradeoffs, and the operating mechanisms that help implementation teams execute effectively. They should be comfortable using implementation and client-performance metrics to identify patterns and prioritize action, without needing to be an advanced data analyst.

• Lead, develop, and retain a high-performing organization of implementation leaders, consultants, project managers, and related client-facing professionals.
• Set clear expectations for delivery quality, client experience, collaboration, and accountability; provide coaching, performance management, and career development.
• Build leadership capacity through succession planning, mentoring, and development of future people leaders.
• Partner with leadership on staffing, capacity planning, workload distribution, and seasonal readiness across the implementation portfolio.

• Oversee end-to-end implementation delivery across the your team’s portfolio, ensuring appropriate strategy, resourcing, governance, and execution for standard, complex, and transformational launches.
• Establish clear expectations for launch readiness, quality, on-time delivery, post-lau