Director of Client Onboarding & Implementation, Included Health

• 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
• 8+ years of progressive experience in SaaS implementation, client onboarding, implementation consulting, program management, or project management; 10+ years preferred
• 3+ years of experience leading and developing client-facing implementation or project management professionals, including managers where applicable
• Proven experience leading complex, multi-workstream implementations involving significant cross-functional dependencies, technical integrations, operational readiness, and executive stakeholders
• Demonstrated ability to lead both strategic implementation consulting and disciplined project/program execution, either directly or through a blended team of consultants and project managers
• Proven experience managing risks and escalations, improving quality, and delivering predictable, high-quality launches
• Demonstrated executive presence and client leadership skills, including the ability to facilitate senior-level governance forums, navigate difficult conversations, and build alignment across competing priorities
• Track record of building scalable implementation methodologies, playbooks, standards, and operating processes that improve consistency, quality, client experience, and team efficiency
• Strong cross-functional leadership skills and experience influencing Sales, Client Success, Product, Engineering/Systems, Operations, Clinical, and other partners toward shared client and business outcomes
• Experience in healthcare, employee benefits, health technology, or a closely related ecosystem, with the ability to understand client, carrier, partner, and operational requirements
• Bachelor's degree or equivalent combination of education and experience

Desirable

• 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
• People Leadership & Organizational Capacity:
• 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
• Portfolio Delivery & Launch Outcomes:
• 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-launch stability, and client transition
• Ensure teams identify dependencies, manage scope and timelines, and maintain clear ownership of critical deliverables and decisions
• Review portfolio health and intervene early when risks, capacity constraints, or execution issues threaten client or business outcomes
• Client Governance & Executive Escalations:
• Establish effective governance models, operating rhythms, escalation paths, and decision-making practices for complex implementations
• Serve as the escalation point for implementation risks and client issues with strategic, commercial, operational, or reputational implications
• Build trust through transparent communication, sound judgment, clear recommendations, and consistent follow-through
• Implementation Methodology, Quality & Continuous Improvement:
• Use retrospectives, implementation learnings, client feedback, and performance trends to identify systemic gaps and prioritize improvements
• Establish quality controls and adoption mechanisms that improve consistency, reduce avoidable escalations, and increase team efficiency
• Ensure improvements are translated into practical guidance, enablement, and repeatable ways of working for implementation teams
• Cross-Functional Operating Model:
• Align Sales, Client Success, Product, Engineering/Systems, Operations, Clinical, and other partners around implementation priorities, dependencies, decisions, and client outcomes
• Surface recurring themes and implementation constraints to inform product, process, staffing, and business decisions
• Clarify ownership and drive resolution when work crosses organizational boundaries or existing processes are insufficient
• Product, Technical & Operational Readiness:
• Maintain sufficient product, systems, integration, and operational fluency to guide implementation strategy and challenge assumptions effectively
• Partner with Product, Engineering/Systems, Care, Clinical, and Support leaders to ensure technology feeds, integrations, claims readiness, operational processes, and member-support pathways are prepared for launch
• Ensure client requirements are translated into feasible implementation approaches while balancing client needs, operational sustainability, and scalable delivery
• Support the development of tools and reporting that improve visibility into readiness, risks, dependencies, and portfolio performance without taking on day-to-day project administration
• Client Transition & Post-Launch Partnership:
• Partner with Client Success and operational leaders to ensure a clear transition from implementation to ongoing client ownership
• Monitor early post-launch performance and ensure material issues have clear owners, communication plans, and durable resolutions
• Use implementation outcomes and client feedback to strengthen retention, advocacy, and future growth opportunities