Director, Client Onboarding & Implementation

Responsibilities

• Lead, develop, and retain a high-performing organization of implementation leaders, consultants, and project managers
• Oversee end-to-end implementation delivery across the portfolio, ensuring appropriate strategy, resourcing, and governance
• Establish effective governance models, operating rhythms, and escalation paths for complex implementations
• Use retrospectives and client feedback to identify systemic gaps and prioritize improvements
• Align cross-functional partners including Sales, Client Success, Product, and Engineering around implementation priorities
• Partner with Product and Engineering to ensure technology feeds, integrations, and operational processes are prepared for launch
• Ensure a clear transition from implementation to ongoing client ownership via Client Success partnership

Requirements

• 8+ years of progressive experience in SaaS implementation, client onboarding, or program management
• 3+ years of experience leading and developing client-facing professionals, including managers
• Proven experience leading complex, multi-workstream implementations with significant cross-functional dependencies
• Demonstrated executive presence and ability to facilitate senior-level governance forums
• Experience in healthcare, employee benefits, or health technology ecosystems
• Bachelor's degree or equivalent combination of education and experience

Preferred Qualifications

• Experience with healthcare benefits administration, claims operations, or carrier ecosystems
• Experience leading organizational change management or operating-model changes
• PMP, CSM, or relevant project/program management certification
• Experience using Salesforce, Cloud Coach, Jira, or similar systems
• Working fluency with operational and client-performance metrics and dashboards

About the Company

Included Health is a healthcare company focused on resolving the most important strategic and operational issues facing the business to improve client and member experiences.