Senior Director, Delivery & Support

The mission of the Senior Director, Delivery & Support is to own implementation, configuration, and ongoing support of HCIM's product offerings and to build these functions into high-quality, predictable, and scalable operations. This leader brings structured thinking to ambiguous problems, decomposing them into root causes and addressing each deliberately rather than simply treating symptoms as they surface. They build the systems, processes, and capabilities that allow a small technical team to deliver consistently, and remove points of friction through better process and tooling.

They own how work is prioritized and sequenced across new implementations, client requests, and support, balancing competing demands against the team's capacity. They coach the team, serve as the senior point of escalation for clients, and step into the work themselves when necessary. This role sits on the Senior Leadership Team and is key to supporting HCIM's mission to be the #1 automation company for healthcare administration.

A successful candidate in this role will accomplish the following goals in their first year at HCIM:

• Build a documented, repeatable operating system for all delivery work, including intake, capacity tracking, queue management, and status reporting, so coordination doesn't depend on individual heroics or unwritten institutional memory.
• Establish quality standards (playbooks, written requirements, code review, handoff criteria, documentation) that prevent rework and protect the client experience.
• Eliminate single points of failure on the technical team through cross-training, documentation, and structural redundancy.
• Coach and upskill the technical team into independent, self-sufficient operators, and build a culture where ownership and continuous improvement are normalized.
• Sharpen how the function is measured: bring a point of view on HCIM's existing KPIs and use data to drive measurable improvement in delivery.

• Achieve 100% on-time delivery on implementations and major projects.
• Maintain client NPS ≥ 40.
• Reduce time-to-value on implementations by 25%.
• Achieve cross-training coverage where ≥2 team members can handle any priority one issue across any account.
• Establish and hold baseline targets for team utilization and query turnaround time.

In addition to achieving the outcomes above, the Senior Director, Delivery & Support’s responsibilities include, but are not limited to:

• Own end-to-end delivery for every client after signature: standing up product offerings, extending them as client needs evolve, ad-hoc projects, "hyper-care", and ongoing support.
• Lead, manage, and develop a three-person implementation, automation engineering, and support team through performance management, coaching, hiring, capability development, and day-to-day direction. Hire and expand the team as the business grows.
• Run the team's operating cadence (stand-ups, weekly meetings, and retros) and build the systems that make status visible without manual chasing.
• Partner with Sales before the contract is signed: join client conversations and demos where it helps, maintain clean handoffs, and own when implementations start.
• Own production stability and operational excellence: incident response, root cause analysis, prevention of recurring issues, and knowledge management.
• Hold executive-level relationships with client leadership: be the person a client’s VP of Operations calls.
• Advise clients proactively, drawing on patterns from dozens of implementations to guide sequencing, configuration, and adjudication design.
• Operate at the right altitude: hands-on when the work demands it, and focused on orchestrating, prioritizing, and building durable structure the rest of the time.
• Carry client insights back into the business: work with Sales, Engineering, and Product on recurring requests, product gaps, and unmet demand, and partner with them directly on new capability.

The ideal candidate will have:

• 10+ years in technical delivery, professional services, implementation, technical operations, or management consulting within enterprise B2B SaaS, including direct…