Director, Client Onboarding – Implementation

🔥 18 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🚀 Onboarding Specialist

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Included Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

☁️ SaaS

👥 HR Tech

Healthcare • SaaS • HR Tech

Included Health is a healthcare technology company that delivers personalized, employer- and health-plan-focused primary, urgent, and behavioral health care through a single app and a network of virtual and in-person services. It blends AI-driven tools and human care teams to provide 24/7 care coordination, billing and claims advocacy, second opinions from leading specialists, and mental-health support, with the goal of lowering employer healthcare costs and improving member experience and inclusivity.

📋 Description

• Lead the team responsible for onboarding and launching Included Health clients • Lead, develop, and retain implementation leaders, consultants, project managers, and related client-facing professionals • Oversee end-to-end implementation delivery for standard, complex, and transformational launches • Establish launch-readiness, quality, delivery, post-launch stability, and client-transition expectations • Manage portfolio health, dependencies, scope, timelines, risks, capacity constraints, and critical deliverables • Establish governance models, operating rhythms, escalation paths, and decision-making practices • Serve as the escalation point for strategic, commercial, operational, or reputational implementation risks and client issues • Use retrospectives, client feedback, and performance trends to identify systemic gaps and prioritize improvements • Establish quality controls, enablement, and repeatable implementation practices • Align Sales, Client Success, Product, Engineering/Systems, Operations, Clinical, and other partners around implementation priorities and client outcomes • Guide product, systems, integration, claims, operational, and member-support readiness for launches • Support tools and reporting that improve visibility into readiness, risks, dependencies, and portfolio performance • Partner with Client Success and operations on client transition and monitor early post-launch performance

🎯 Requirements

• 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 strategic implementation consulting and disciplined project/program execution • Proven experience managing risks and escalations, improving quality, and delivering predictable, high-quality launches • Demonstrated executive presence and client leadership skills, including facilitating senior-level governance forums and navigating difficult conversations • Track record of building scalable implementation methodologies, playbooks, standards, and operating processes • Strong cross-functional leadership skills and experience influencing Sales, Client Success, Product, Engineering/Systems, Operations, Clinical, and other partners • Experience in healthcare, employee benefits, health technology, or a closely related ecosystem • Bachelor's degree or equivalent combination of education and experience • Preferred: healthcare benefits administration, claims operations, carrier ecosystems, healthcare data/integration environments, organizational change management, PMP/CSM or similar certification, Salesforce, Cloud Coach, Jira, operational and client-performance metrics, dashboards, and trend analysis