Director, Implementation - Healthcare, Biotech or Life Sciences

Program Solution Design & Development

• Own the design and development of implementation solutions for new client engagements, new programs, and major scope expansions.
• Translate client objectives, product strategy, and operational requirements into practical, scalable implementation plans and service models.
• Define the technology enablement required to support the program design, including CRM/workflow tools such as Salesforce, copay and affordability platforms, client and stakeholder portals, case management tools, reporting environments, and other operational systems needed to execute the solution effectively.
• Partner closely with Business Development during late-stage sales and transition activities to ensure proposed solutions are operationally sound, executable, and aligned to client needs.
• Lead cross-functional solutioning with Patient Services, Internal Operations, Technology, Compliance, Analytics, and other key partners to define how the program will operate in practice.
• Partner closely with Technology and business stakeholders to ensure system, workflow, data, reporting, and user requirements are clearly defined, aligned to the service model, and incorporated into the implementation plan.
• Build the implementation approach, including scope, governance, milestone plan, dependencies, risks, resource requirements, readiness criteria, and measures of success.
• Design and ensure the completion, approval, and execution-readiness of SOPs, workflows, service models, handoffs, operational controls, escalation pathways, reporting requirements, training and audit plans, system configurations, portal requirements, and technology-enabled process flows.
• Identify risks, operational gaps, and decision points early, and drive resolution with urgency and accountability.
• Ensure the final solution is not only strategically aligned, but executable, sustainable, and capable of delivering a high-quality client and patient experience.

Program Launch

• Own and lead implementation from kickoff through go-live, with direct accountability for launch success.
• Serve as the primary implementation leader and central point of accountability.