Job Description Summary:As a Senior Director, Implementation Services, you will set the strategic direction and lead the execution of all specialized implementation and post-sale onboarding functions across your assigned delivery teams. You will champion our core values-agility, effectiveness, trust, and innovation-while optimizing macro resource utilization, accelerating revenue recognition timelines, and driving exceptional customer time-to-value. You will partner closely with Sales, Training, Technology, and Operations leadership to engineer highly scalable delivery models and establish our organization as a trusted advisor to executive-level healthcare stakeholders.
Role & Responsibilities: Strategic Leadership & Vision:
- Develop and own the strategic roadmap for Implementation Services, aligning with company growth objectives and market trends.
- Influence executive leadership on service offerings, pricing models, and go-to-market strategies.
Organizational Management:
- Lead and mentor multiple service line directors/managers; foster a high-performance, client-centric culture.
- Design and scale an organizational structure that supports geographic expansion, complex integrations, and managed services.
Financial & Operational Oversight:
- Manage P&L responsibility for Implementation Services, including forecasting, revenue recognition, and margin optimization.
- Drive continuous improvement in resource utilization, backlog management, concessions, and EBITDA delivery.
Client Executive Engagement:
- Serve as the executive escalation point for high-profile clients; cultivate relationships at C-suite and board levels.
- Oversee contract negotiations, statements of work, and service-level agreements to ensure mutual value creation.
Delivery Excellence:
- Establish and govern global delivery standards, methodologies (e.g., Agile, Waterfall, hybrid), and quality assurance benchmarks.
- Monitor KPIs and metrics (e.g., on-time delivery, client satisfaction, renewal rates) and implement corrective actions as needed.
Cross-Functional Collaboration:
- Partner with Product, Engineering, and Customer Success teams to inform roadmap prioritization and drive seamless handoffs.
- Collaborate with Sales and Marketing to craft differentiating service-based offerings and support pipeline development.
Innovation & Best Practices:
- Promote use of emerging technologies (e.g., AI/automation) to enhance service efficiency and client outcomes.
Skills & Requirements:- Bachelor's in Business Administration, Healthcare Administration, IT, or related required. MBA preferred
- PMP, PgMP, or Equivalent required. Six Sigma Black Belt preferred
- 12+ years of leadership in Professional Services or consulting organizations, with a focus on enterprise-scale software implementations.
- 7+ years of experience managing EHR, Practice Management, or Revenue Cycle Management implementations.
- Proven track record of P&L management and delivering revenue and margin targets.
- Strong business acumen, with the ability to analyze complex data, market trends, and financial metrics to drive decision-making.
- Exceptional communication, negotiation, and presentation skills; comfortable interfacing with C-level executives and boards.
- Demonstrated success in scaling teams, optimizing operations, and embedding continuous improvement practices.
- Deep expertise with CRM and delivery platforms such as Salesforce, ServiceNow, or similar.
- Adept at conflict resolution, risk management, and stakeholder alignment in high-stakes environments
ModMed Benefits Highlight: At ModMed, we believe it's important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:
United States- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs,
- Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
- Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
- Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
