Customer Implementation Lead

5-7 years of experience in implementation or customer onboarding, ideally in Medicare Advantage or government benefits. Meticulous attention to detail and a process-first mindset. Strong project management skills. Clear communicator who can drive alignment across technical and non-technical teams. Operates with high autonomy and is comfortable making decisions with imperfect information. Deft customer manager with good judgment.

Manage and develop the Implementation team. Directly lead the implementation of new health plan and customer programs. Collaborate to develop and refine implementation playbooks, checklists, and SOPs. Manage the enabling software platform to improve the implementation process. Track and report on implementation metrics, timelines, and customer satisfaction. Serve as the primary point of contact for internal teams during customer onboarding. Design processes to guide customers through structured decision-making. Manage customer escalations with calm, solutions-oriented leadership.