Responsibilities:
- Serve as the primary strategic advisor to client leadership teams, consultants, carriers, and key external partners throughout the implementation lifecycle.
- Lead implementation readiness assessments, shape governance models, and facilitate strategic planning sessions for complex and transformational implementations.
- Facilitate executive governance structures, including steering committees, executive briefings, and escalation forums.
- Drive decision-making and consensus among senior stakeholders in ambiguous or high-risk environments.
- Develop and execute comprehensive onboarding and implementation strategies aligned with client business objectives and Included Health launch goals.
- Lead highly complex implementation work with multiple dependencies, cross-functional workstreams, significant ambiguity, and non-standard requirements.
- Determine methods, procedures, and operating approaches for new or nuanced implementation project work with minimal oversight.
- Anticipate risks early, develop mitigation plans proactively, and oversee escalation handling for issues with project, portfolio, or strategic implications.
- Conduct current-state assessments and develop future-state recommendations that balance client needs, operational feasibility, and launch success.
- Provide expert guidance on organizational design, process optimization, implementation governance, and change management.
- Apply strong judgment in ambiguous situations, evaluate tradeoffs, and recommend solutions where precedent may be limited.
- Serve as the escalation point for strategic issues requiring executive attention or broader organizational alignment.
- Cultivate strong relationships with client executives, internal leaders, consultants, carriers, brokers, BPOs, vendors, and third-party partners.
- Influence senior internal leaders and client executives through structured recommendations, executive presence, and consultative problem-solving.
- Build lasting partnerships that extend beyond implementation and position clients as advocates and references for Included Health solutions.
- Mentor others, shape best practices, and elevate overall team performance and implementation quality.
- Operate with a high degree of autonomy, set direction with minimal oversight, and serve as a resource for others navigating complex implementation challenges.
- Exercise advanced judgment on implementation strategy, governance design, escalation handling, and organizational or process recommendations.
Required Qualifications:
- 7+ years of SaaS implementation experience.
- 5+ years leading transformational programs or highly complex implementations.
- Bachelor’s degree required.
- Demonstrated experience in healthcare and/or the employee benefits ecosystem.
- Proven track record working with senior stakeholders, carriers, benefits administrators, consultants, and brokers.
- Proven executive presence and the ability to lead complex client engagements with a high degree of autonomy.
- Ability to lead highly complex, high-visibility, or transformational implementations with significant ambiguity, broader organizational impact, and executive stakeholder involvement.
- Ability to shape governance models and implementation approaches for nuanced client environments.
- Ability to influence senior internal leaders, client executives, and key external partners through executive presence, strategic guidance, and consultative leadership.
Preferred Qualifications:
- Master’s degree or relevant certifications such as PMP or CSM.
- 3+ years of consulting, advisory, or client-facing project management experience.
- Deep understanding of healthcare operations, claims processing, and data integration.
- Experience leading organizational change management initiatives.
- Experience mentoring peers and contributing to process improvement, operating standards, or implementation best practices.