Director, H&B Implementation Operations

The Director, H&B Implementation Operations will report to the Sr. Director, Partner & Employer Onboarding. This role leads the Implementation Operations organization as a shared service across the Partner & Employer Onboarding organization. This role includes direct management of the Manager, Implementation Operations, who is accountable for the accurate system set-up of our clients, as well as accountability for Operations Implementation Leads supporting the organization's most complex implementations.

This role ensures that all operational requirements for each complex implementation are properly coordinated and delivered for client implementations.

This position has direct reports at both the manager and individual-contributor level. This position's primary responsibility is ensuring operational execution is properly resourced and supported on the highest-complexity implementations, applying a predict and prevent mindset and driving urgency on critical items across the broader team.

Duties & Responsibilities:

• Manage Implementation Operations and the broader Implementation Operations organization, ensuring team objectives, scorecard measures, and Quality Audit targets are met across all tiers.
• Accountable for the performance and development of Operations Implementation Leads, ensuring they are effectively partnered with Implementation Leads on the organization's most complex implementations.
• Allocate resources across the Implementation Operations organization to meet volume and performance standards on the highest-complexity implementation work.
• Ensure Operations Implementation Leads and the broader team are executing against the full scope of operational requirements for each complex implementation — not limited to any single functional area.
• Oversee the partnership between Operations Implementation Leads and Implementation Excellence to develop and maintain partner training material reflecting each client's operating model.
• Direct workflows for continuous quality improvement and best practices, ensuring principles are put into practice in support of business quality objectives.
• Cultivate and manage relationships with external vendors and internal cross-functional business partners supporting complex implementations.
• Serve as an escalation point for operational issues on the most complex implementations, partnering with leadership to resolve systemic challenges and prioritize improvements.
• Consult and/or work cross-functionally to influence and promote change in order to continually deliver quality service to internal and external customers.
• Ensure compliance with policies, workflows, and procedures across the Implementation Operations organization, maintaining audit readiness.
• Share business knowledge and coordinate training and guidance for less experienced staff across the Implementation Operations organization.
• Perform other duties as assigned.

Supervisory Responsibilities:

• Manage Implementation Operations people leaders, including performance management, coaching, and development.
• Accountable for the performance and development of Operations Implementation Leads, providing candid and timely feedback regarding developmental and training needs.
• Assess manager and team performance on a regular basis, including completion of monthly and annual scorecards.
• Manage interviewing, hiring, onboarding, and retaining high-performing employees.
• Oversee daily workflow across the Implementation Operations organization, ensuring efficiency, alignment with organizational goals, and delivery of commitments.
• Model organizational values, recognize excellence, and reinforce desired behaviors across the team.

Education & Experience:

• 6–10+ years of experience in implementation, customer onboarding, or operations leadership.
• 5-7 years in leadership role or managing teams
• Demonstrated success leading change management initiatives, particularly in process redesign, automation, and digital transformation.
• Experience driving process improvement and operational scalability within a regulated benefits administration environment
• Strong understanding of implementation KPIs, SLAs, and metrics-driven performance management.
• Bachelor's degree required or 10+ years of related experience, preferably in Business, Business Administration or a related field.

Skills & Abilities:

• Working knowledge of client system set-up, configuration, and account build validation processes across CDH implementation platforms.
• Strong leadership, coaching and team-building abilities.
• Proficiency with quality audit methodologies, scorecard tracking, and KPI/SLA reporting tools used to measure implementation accuracy, timeliness, and compliance.
• Strong organizational skills with a drive to meet deadlines.
• Experience developing and maintaining partner and client training materials and operating model documentation for use by implementation and support teams.
• Excellent communication and collaboration skills across executive, staff, and internal/external stakeholders.
• High adaptability, resilience, and ability to thrive in a dynamic, fast-paced environment.
• Skilled in resource allocation and capacity planning across Operations Implementation Leads to balance workload on multiple high-complexity implementations.
• Working knowledge of vendor and cross-functional partner management practices, including SLA management, escalation protocols, and issue-resolution workflows.
• A drive to learn and apply new concepts quickly.