Director, Implementation - Healthcare, Biotech or Life Sciences

The Director, Implementation is a senior individual contributor responsible for owning and leading implementation from beginning to end across new client programs, program expansions, and complex solution builds. This role serves as the central point person accountable for translating client goals and commercial intent into executable, scalable, and compliant program solutions. Partnering closely with Business Development, Patient Services, Internal Operations, Technology, Compliance, Analytics, and client stakeholders, the Director, Implementation leads the full implementation lifecycle from solution design through launch and transition to ongoing operations. This role also leads implementation readiness across key enabling technologies, including CRM and workflow platforms, copay and affordability solutions, client and field-facing portals, reporting and analytics tools, and other systems required to support program delivery, visibility, and performance. This role is responsible for the design, delivery, and execution of implementation work and is expected to operate as a hands-on leader who drives the work directly, not through a team. This is a highly visible, client-facing role requiring strong business operations acumen, executive presence, implementation discipline, and exceptional project management. The successful candidate will build confidence with both internal leaders and client stakeholders through sound judgment, decisive leadership, strong communication, and consistent execution. Core Duties/Responsibilities

• Program Solution Design & Development
• Own the design and development of implementation solutions for new client engagements, new programs, and major scope expansions.
• Translate client objectives, product strategy, and operational requirements into practical, scalable implementation plans and service models.
• Define the technology enablement required to support the program design, including CRM/workflow tools such as Salesforce, copay and affordability platforms, client and stakeholder portals, case management tools, reporting environments, and other operational systems needed to execute the solution effectively.
• Partner closely with Business Development during late-stage sales and transition activities to ensure proposed solutions are operationally sound, executable, and aligned to client needs.
• Lead cross-functional solutioning with Patient Services, Internal Operations, Technology, Compliance, Analytics, and other key partners to define how the program will operate in practice.
• Partner closely with Technology and business stakeholders to ensure system, workflow, data, reporting, and user requirements are clearly defined, aligned to the service model, and incorporated into the implementation plan.
• Build the implementation approach, including scope, governance, milestone plan, dependencies, risks, resource requirements, readiness criteria, and measures of success.
• Design and ensure the completion, approval, and execution-readiness of SOPs, workflows, service models, handoffs, operational controls, escalation pathways, reporting requirements, training and audit plans, system configurations, portal requirements, and technology-enabled process flows.
• Identify risks, operational gaps, and decision points early, and drive resolution with urgency and accountability.
• Ensure the final solution is not only strategically aligned, but executable, sustainable, and capable of delivering a high-quality client and patient experience.
• Program Launch
• Own and lead implementation from kickoff through go-live, with direct accountability for launch success.
• Serve as the primary implementation leader and central point of accountability across all internal and external stakeholders.
• Establish and drive cross-functional launch governance, including workstreams, meeting cadence, milestone tracking, issue escalation, and executive updates.
• Lead all aspects of implementation project management to ensure deliverables are completed on time, within scope, and at a high level of quality.
• Personally drive progress across workstreams and ensure key operational components are complete, approved, and ready for execution.
• Ensure all launch requirements are in place, including workflows, SOPs, service delivery processes, system configurations and functionality, portal readiness, reporting capabilities, user access, training, and handoffs.
• Coordinate and validate implementation readiness across enabling technologies, including Salesforce, CareTend, copay and affordability solutions, portals, reporting tools, and other platforms critical to successful launch and program operations.
• Facilitate client-facing implementation meetings and represent PRO with confidence, credi