Director, Implementation – Client Operations

Galileo

. Define and execute implementation playbooks that ensure repeatable, high-quality client launches across all clients .

Posted 5/23/2026full-timeRemote • 🇺🇸 United StatesLead💰 $160,000 - $200,000 per yearWebsite

Tech Stack

Tools & technologies

PMPTableau

About the role

Key responsibilities & impact

Define and execute implementation playbooks that ensure repeatable, high-quality client launches across all clients
Build a scalable, automation-first implementation model that enables growth without linear headcount increases
Lead the handoff process between Sales (pre-contract) and Client Services (post-launch), ensuring continuity and alignment with multiple internal teams
Partner with Sales during active deal stages to flag implementation risks, inform go-live timelines, and influence client decisions including off-cycle launches
Bring a systems-thinking approach that connects Sales, Operations, Data, and Engineering into a cohesive operating model supporting long-term client success
Manage and develop your team, holding shared accountability for a portfolio of 20+ annual launches
Own end-to-end implementation for large-scale clients (20k+ lives), including behavioral health, pediatrics, on-site popups, FFS structures, and health plan integrations
Define and maintain eligibility and roster management processes across client types, including real-time eligibility gating, file-based roster management, and member offboarding
Oversee the business logic and operational standards for client eligibility and roster management (including EDI/834 workflows), partnering with technical teams who handle the underlying engineering
Identify and implement automation opportunities across the implementation lifecycle to reduce manual effort and improve accuracy
Explore and apply AI-driven solutions where appropriate, data validation, file processing, anomaly detection, to improve efficiency and scalability
Lead translation of complex client data needs into technical requirements, ensuring data quality across clinical and billing systems
Own and maintain comprehensive documentation for all implementation workflows
Build and deliver real-time visibility into the implementation pipeline, including timelines, risks, dependencies, and project health
Migrate implementation tracking from Google Drive into Salesforce, establishing pipeline visibility and capacity planning infrastructure
Build and own a standard reporting suite (internal and client-facing) tracking implementation milestones, enrollment metrics, and data integrity
Partner with Data teams to create scalable analytics that support operational decision-making, forecasting, and continuous improvement
Define and track key success metrics: time-to-launch, data quality, and implementation performance
Serve as the strategic front-line lead for partner stakeholders, providing high-touch guidance through technical integrations and onboarding for virtual and community-based delivery models
Act as the bridge from the initial sales cycle to operational reality, professionalizing the concierge experience while deepening the trust established by Sales
Integrate Client Services account teams early during implementation to facilitate a seamless transition to long-term account management
Operate with the mindset that long-term client success and renewal begin during implementation

Requirements

What you’ll need

7+ years leading complex technical implementations within the healthcare ecosystem (Payer, Provider, or Health Tech)
A proven track record implementing for Health Plans, Health Systems, Employers, and/or SLED clients, including accounts at 20k+ lives scale
Experience managing 20+ concurrent implementations across mixed lines of business and/or complexities (e.g. global)
Deep understanding of healthcare data exchange (HL7, FHIR, EDI) and the nuances of managing eligibility and reporting files
Hands-on eligibility file management experience: roster ingestion, member gating, and offboarding
CRM experience used for implementation tracking, pipeline management, and reporting (Salesforce preferred)
Experience designing and implementing automation solutions within operational workflows
Familiarity with AI applications in business operations, with an ability to identify practical use cases
Proficiency building or refining dashboards (Tableau, Looker, Power BI) and project management tooling
Experience managing at least one direct report; track record building and developing teams preferred
Exceptional external client-facing skills, with the ability to influence senior-level stakeholders
A player-coach mentality: equally comfortable at the strategic level and rolling up your sleeves to solve immediate partner roadblocks
PMP, CPHIMS, or equivalent professional certification a plus

Benefits

Comp & perks

Medical / Dental / Vision insurance
Flexible Spending Account
Health Savings Account + match
Company paid STD/LTD, AD&D, and Life insurance
Paid Family Leave
401K + match
Paid Time Off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

implementation playbooksautomation solutionshealthcare data exchangeeligibility file managementdata validationproject managementreporting metricsdata qualitypipeline managementscalable analytics

Soft Skills

leadershipclient-facing skillsinfluencing stakeholdersteam developmentsystems thinkingstrategic thinkingproblem-solvingcollaborationcommunicationaccountability

Certifications

PMPCPHIMS