Director, Implementation – Client Operations
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Job Description
Director leading implementation and client operations at Galileo. Overseeing large-scale healthcare partnerships and ensuring high-quality client launches.
Responsibilities:
- 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:
- 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:
- 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
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