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Director, Client Onboarding & Implementation

1 month ago
United States
Full-time
Executive
Program Manager
Project and Program Management
JIRA Salesforce
Apply Now
Included Health

Included Health

Included Health is a healthcare company that provides cost-saving solutions for employers and health plans. They offer virtual care and navigation services, connecting millions with board-certified doctors and specialists for comprehensive and convenie...

Insurance
1K-5K
$106M raised
View All Jobs 21

Description

  • Lead, develop, and retain implementation leaders, consultants, project managers, and client-facing professionals.
  • Oversee end-to-end delivery across standard, complex, and transformational client launches.
  • Establish launch-readiness standards, governance models, escalation paths, and decision-making practices.
  • Monitor portfolio health, risks, dependencies, capacity, timelines, and delivery outcomes, intervening when issues arise.
  • Serve as the escalation point for strategic, commercial, operational, and reputational client issues.
  • Build scalable implementation methodologies, quality controls, playbooks, and continuous-improvement practices.
  • Align Sales, Client Success, Product, Engineering/Systems, Operations, Clinical, and Support teams around client outcomes.
  • Ensure integrations, claims readiness, operational processes, and member-support pathways are prepared for launch.
  • Partner with Client Success on post-launch transition, issue resolution, and performance monitoring.
  • Use implementation metrics, client feedback, and retrospectives to prioritize improvements and inform business decisions.

Requirements

  • 8+ years of progressive experience in SaaS implementation, client onboarding, implementation consulting, program management, or project management; 10+ years preferred.
  • 3+ years leading and developing client-facing implementation or project management professionals, including managers where applicable.
  • Experience leading complex, multi-workstream implementations involving technical integrations, operational readiness, cross-functional dependencies, and executive stakeholders.
  • Ability to lead strategic implementation consulting and disciplined project or program execution.
  • Experience managing risks and escalations while delivering predictable, high-quality launches.
  • Strong executive presence, client leadership, communication, judgment, and conflict-resolution skills.
  • Track record building scalable implementation methodologies, playbooks, standards, and operating processes.
  • Experience influencing Sales, Client Success, Product, Engineering/Systems, Operations, Clinical, and other cross-functional partners.
  • Experience in healthcare, employee benefits, health technology, or a related ecosystem; healthcare benefits, claims, carrier, or integration experience preferred.
  • Bachelor’s degree or equivalent experience; PMP, CSM, or similar certification and experience with Salesforce, Cloud Coach, Jira, or comparable systems preferred.

Benefits

  • Base salary range of $163,830–$250,668 per year in the United States, based on location, experience, skills, and internal equity.
  • Potential bonus and equity compensation.
  • Remote-first culture with work-from-home reimbursement.
  • 401(k) savings plan through Fidelity.
  • Medical, vision, dental, and disability insurance options.
  • Paid Time Off and Discretionary Time Off.
  • 12 weeks of 100% paid parental leave.
  • Family-building and compassionate leave, including fertility coverage and up to $25,000 for surrogacy or adoption.

Interested in this position?

Apply directly on the company website

Apply Now

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