- Build, manage, and develop the technical implementation team, including Implementation Managers.
- Coach the team on delivery quality, escalation decisions, capacity planning, and staffing.
- Design the team's operating rhythm, escalation paths, and feedback loops.
- Track implementation status and identify sources of delays across the portfolio.
- Own end-to-end delivery across concurrent mid-market and enterprise implementations, from requirements through go-live.
- Drive timely, accurate launches involving eligibility, claims, prior authorization file setup, SFTP connections, and platform configuration.
- Lead remediation of off-track implementations through root cause analysis, stakeholder communication, and fix validation.
- Standardize implementation processes, SOPs, documentation, and quality assurance for configurations and file processes.
- Partner with Engineering to reduce manual work in file processing, data ingestion, and reporting.
- Coordinate onboarding with TPA, health plan, and carrier partners, and partner with Finance and Client Success on billing setup and post-launch handoffs.
Team management