About the RoleLeap is hiring a Director of Technical Implementation to lead client onboarding and the technical implementation team end-to-end.
You'll own a large book of mid-market and enterprise implementations (about 80 in flight today). Most are vendor-facing with TPAs, health plans, and carriers, with some direct client work. You'll set how implementations get done at Leap, including standards, playbooks, staffing, and quality. You'll also stay hands-on when launches get complicated, working closely with Engineering, Client Success, and Finance to get clients live on time and accurately.
This is a remote-friendly leadership role reporting to the SVP of Client Operations & Success. Our team works in a fast-changing environment, shares direct feedback across functions, and builds process as we grow.
What you'll do- Build, manage, and develop the technical implementation team, including Implementation Managers, with clear ownership across the book of work
- Coach the team on delivery quality and on when to escalate versus resolve independently, and plan capacity and staffing as implementation volume grows
- Design the team's operating rhythm, including stand-ups, escalation paths, and a regular feedback loop for surfacing and clearing roadblocks
- Build visibility into every implementation's status, so it's clear where delays are coming from, including our own team, without relying on any one person tracking threads
- Own end-to-end delivery across a large concurrent portfolio of mid-market and enterprise implementations, from requirements through go-live
- Drive on-time, accurate launches across eligibility, claims, and prior authorization file setup, SFTP connections, and platform configuration
- Lead remediation when an implementation goes off track, including root cause analysis, stakeholder communication, and fix validation
- Standardize implementation processes, SOPs, and documentation so launches stay repeatable as volume grows, and strengthen QA of configurations and file processes to protect data integrity
- Partner with Engineering to reduce manual work across file processing, data ingestion, and reporting
- Serve as the senior owner for TPA, health plan, and carrier partners throughout onboarding, translating requirements into solutions that hold up across many similar launches
- Partner with Finance on carrier billing setup, and with Client Success on clean handoffs after go-live
What you bring- 8+ years in technical implementation, technical operations, or SaaS delivery, with 3+ years managing a team of senior or principal-level individual contributors
- Experience designing team processes, escalation paths, or tracking systems that gave leaders clear visibility across a large portfolio of implementations
- Startup or growth-stage experience, including building implementation processes, SOPs, or playbooks from scratch and adjusting quickly as priorities shift
- Experience running multiple implementations at the same time through go-live, with ownership of timelines and delivery quality
- Healthcare implementation expertise, including hands-on work with eligibility and claims files, SFTP, and TPA, health plan, or carrier partners
- Hands-on experience owning file and integration setup and troubleshooting file or data issues (this is not a deep analytics or engineering role)
- Experience leading the remediation of an implementation that went off track, including escalation and stakeholder communication
- Experience communicating implementation status, risks, and technical requirements to both technical and non-technical stakeholders
Bonus Points For- Experience managing 20+ simultaneous implementations
- Background at a TPA, health plan, carrier, or healthcare consulting firm that included hands-on implementation work
- Player / Coach experience as a people leader who can also personally own complex and escalated implementations
At Leap, we're building an outlier company with real impact - and that takes focus, energy, and commitment. If that excites you, we'd love to hear from you.
