Director of Implementation, US Employer Middle Market
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Job Description
Implementation Director leading client implementations and overseeing a high-performing team for US Employer, Evernorth. Driving transformative initiatives and supporting middle market clients.
Responsibilities:
- Lead, develop, and inspire a client-facing implementation team to successfully deliver onboarding and implementation outcomes aligned to client commitments, contractual requirements, and performance targets.
- Drive consistent, high-quality execution of implementations by strengthening project management discipline, risk identification, and remediation practices.
- Partner across Sales, Account Management, Technology, Product, and Operations to ensure readiness, alignment, and efficient delivery for middle market clients.
- Monitor implementation performance through KPIs, client feedback, and risk indicators, translating insights into actionable improvements and measurable results.
- Champion change management efforts that enable adoption of new processes, tools, and ways of working across teams and leaders.
- Standardize and mature implementation methodologies, tools, and communication frameworks to enhance clarity, consistency, and client experience.
- Foster a culture of innovation and continuous improvement by identifying emerging trends and technologies, including AI-enabled solutions, that advance onboarding effectiveness and scalability that increases benefit realization, value creation, ROI and outcomes that improve the experience across our employees, clients, customers and members.
- Develop future leaders through coaching, mentorship, and succession planning while maintaining accountability for results and behaviors.
Requirements:
- 8+ years of experience in client-facing implementation, project management, operations, or related roles.
- 6+ years of experience of leadership management.
- Proven ability to successfully lead high performing teams through continual change and market pressures while meeting/exceeding client satisfaction and internal goals.
- Entrepreneurial mindset with experience in startup environments or driving new initiatives within a large organization.
- Proven ability to lead complex, cross-functional initiatives while navigating change and delivering strong client and business outcomes.
- Demonstrated experience managing client risk, remediation plans, and stakeholder expectations in healthcare, health plan, PBM, or related environments.
- Strong business and financial acumen with the ability to use data and insights to drive decisions and performance improvement.
- Executive level communication and stakeholder influence skills, including the ability to prepare leaders for high-impact client and enterprise interactions.
- Exposure to generative AI, analytics, or intelligent automation initiatives that improved operational effectiveness.
- Travel up to 25% as needed, domestic and internationally.
Benefits:
- Medical, vision, and dental insurance
- Well-being and behavioral health programs
- 401(k)
- Company paid life insurance
- Tuition reimbursement
- Minimum of 18 days paid time off per year
- Paid holidays
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