Director of Implementation

Director of Implementation

Department: Implementation

Employment Type: Full Time

Location: Headquarters

Description

The Director of Implementation is responsible for overseeing the implementation team to ensure successful planning, execution, and delivery of all client implementation projects across the organization. This position provides strategic leadership for the implementation team to support a portfolio of concurrent client implementations, ensuring projects progress predictably from planning through go-live and adoption. The Director establishes clear expectations, coaches team members, promotes accountability, and ensures employees have the tools, training, and support needed to succeed. This individual should have sufficient knowledge of enterprise software implementations and healthcare data environments to provide informed oversight, ask effective questions, and facilitate issue resolution without serving as the primary technical expert. The role combines people leadership, project and program management, technical and data implementation experience, and client engagement.

Key Responsibilities

• Provide strategic leadership and direction for all client implementation projects across the organization.
• Lead, mentor, and develop implementation team members, establishing clear responsibilities, accountability, and a culture of collaboration and excellence.
• Forecast implementation demand and team capacity, balance workloads, plan for staffing needs, and maintain appropriate cross-training and backup coverage across key implementation functions.
• Assign ownership of implementation projects based on project requirements, employee skills, availability, and development opportunities.
• Oversee multiple concurrent implementations, ensuring integrated plans, milestones, dependencies, risks, scope changes, readiness activities, and go-live requirements are actively managed.
• Ensure projects are well-scoped, well-planned, and delivered with high quality; identify delivery risks early and lead corrective action when projects deviate from plan.
• Collaborate with the CTO, IT Manager, Software Development managers, Product, Data, Client Engagement, Sales, Support, technical leads, and other project stakeholders to drive successful implementation outcomes.
• Partner with Product and technical teams on new products and major product changes to define, pilot, and refine the implementation approach as product capabilities and client requirements evolve.
• Develop and continuously improve practical implementation processes, documentation, templates, handoffs, metrics, and escalation practices to improve consistency, efficiency, and quality.
• Work directly with customers on implementation planning, training, process workflows, and system configuration.
• Build and maintain strong relationships with client leaders, setting clear expectations, facilitating decisions, resolving issues and trade-offs, and supporting successful adoption and long-term partnership success.
• Manage and maintain project information, including implementation scope and definitions, specifications, timelines, decisions, action items, risks, and other required project documentation.
• Review contract language to ensure alignment with implementation scope, timelines, deliverables, client responsibilities, and internal commitments.
• Schedule, lead, and document implementation planning and governance meetings; manage cross-team communication, dependencies, decisions, and escalations.
• Establish and maintain project tracking, reporting, and metrics for individual implementations and the overall implementation portfolio, including visibility into schedule, risks, capacity, and readiness.
• Ensure client data interface specifications are approved and coordinate data mapping, validation, issue remediation, and reconciliation throughout implementation.
• Understand and comply with all company Privacy and Security standards.
• Employee may not use or disclose any protected health information, except as otherwise permitted or required by law.
• Perform other duties as needed.

Skills, Knowledge and Expertise

• Experience leading enterprise software implementation projects, including management or leadership role and proven experience managing and developing teams of project managers, implementation specialists, or similar professionals.
• PMP, PgMP, or a comparable recognized project/program management credential preferred.
• Healthcare or health-tech implementation experience required; experience with healthcare payers, claims, payment integrity, SIU, audit, or adjacent workflows strongly preferred.
• Demonstrated success implementing and supporting enterprise SaaS solutions for external clients from project initiation through go-live and post-implementation support, including management of multiple concurrent implementations.
• Experience building and developing implementation teams, forecasting resource needs, balancing workloads, coaching performance, and creating sufficient cross-training and coverage to support reliable delivery.
• Experience establishing repeatable implementation processes and adapting those processes for new products, significant product changes, or evolving client and technical requirements.
• Must be highly organized and able to maintain disciplined control of project scope, specifications, schedules, dependencies, risks, decisions, reporting, and quality across multiple projects and teams.
• Strong verbal and written communication skills, including the ability to work effectively with client executives and multiple internal stakeholders, handle difficult situations professionally, resolve ambiguity, and create alignment across business and technical teams.
• Experience working with remote teams and standard business and project management tools, including Microsoft Office applications; this role requires ongoing discretion and secure handling of confidential and sensitive information.

Benefits

• Medical, Dental & Vision insurance
• 401(k) retirement savings with employer match
• Vacation and sick paid time off
• 7 paid holidays & 2 floating holidays
• Paid maternity/paternity leave
• Disability & Life insurance
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Professional and career development initiatives
• Remote work eligible

REMOTE WORK REQUIREMENTS:

• Must have high speed Internet (satellite is not allowed for this role) with a minimum speed of 25mbs download and 5mbs upload.

Healthcare Fraud Shield is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.