Director, Implementation & Client Operations

Galileo•Remote, United States, HI

2h•$160,000 - $200,000•Remote

About The Position

Galileo is seeking a Director, Implementation to lead its implementation and eligibility functions. This high-impact leadership role involves architecting the systems, processes, and playbooks necessary for launching complex partnerships at scale. The position acts as a critical bridge between Sales and Client Services, ensuring that sales promises are translated into operational reality. The role requires close collaboration with internal teams such as Product, Clinical, Revenue Cycle Management, and Insights. This is a business operations and client-facing leadership role focused on launching healthcare delivery and health plan partnerships, not an internal IT software deployment role. The Director will be responsible for evolving Galileo’s implementation function to scale through automation, data, and emerging AI capabilities, aiming to reduce manual effort, accelerate time-to-launch, and improve overall client experience. The role will manage a diverse portfolio including Health Plans, Health Systems, Employers, Marketplaces, Federal and SLED (State, Local, and Education) clients, navigating a demanding sales pipeline to drive growth across multiple lines of business. This is a remote position, reporting into the VP, Commercial and Client Operations.

Requirements

7+ years leading complex technical implementations within the healthcare ecosystem (Payer, Provider, or Health Tech)
A proven track record implementing for Health Plans, Health Systems, Employers, and/or SLED clients, including accounts at 20k+ lives scale
Experience managing 20+ concurrent implementations across mixed lines of business and/or complexities (e.g. global)
Deep understanding of healthcare data exchange (HL7, FHIR, EDI) and the nuances of managing eligibility and reporting files
Hands-on eligibility file management experience: roster ingestion, member gating, and offboarding
CRM experience used for implementation tracking, pipeline management, and reporting (Salesforce preferred)
Experience designing and implementing automation solutions within operational workflows
Familiarity with AI applications in business operations, with an ability to identify practical use cases
Proficiency building or refining dashboards (Tableau, Looker, Power BI) and project management tooling
Experience managing at least one direct report; track record building and developing teams preferred
Exceptional external client-facing skills, with the ability to influence senior-level stakeholders
A player-coach mentality: equally comfortable at the strategic level and rolling up your sleeves to solve immediate partner roadblocks

Nice To Haves

PMP, CPHIMS, or equivalent professional certification a plus

Responsibilities

Define and execute implementation playbooks that ensure repeatable, high-quality client launches across all clients.
Build a scalable, automation-first implementation model that enables growth without linear headcount increases.
Lead the handoff process between Sales (pre-contract) and Client Services (post-launch), ensuring continuity and alignment with multiple internal teams.
Partner with Sales during active deal stages to flag implementation risks, inform go-live timelines, and influence client decisions including off-cycle launches.
Bring a systems-thinking approach that connects Sales, Operations, Data, and Engineering into a cohesive operating model supporting long-term client success.
Manage and develop your team, holding shared accountability for a portfolio of 20+ annual launches.
Own end-to-end implementation for large-scale clients (20k+ lives), including behavioral health, pediatrics, on-site popups, FFS structures, and health plan integrations.
Define and maintain eligibility and roster management processes across client types, including real-time eligibility gating, file-based roster management, and member offboarding.
Oversee the business logic and operational standards for client eligibility and roster management (including EDI/834 workflows), partnering with technical teams who handle the underlying engineering.
Identify and implement automation opportunities across the implementation lifecycle to reduce manual effort and improve accuracy.
Explore and apply AI-driven solutions where appropriate, data validation, file processing, anomaly detection, to improve efficiency and scalability.
Lead translation of complex client data needs into technical requirements, ensuring data quality across clinical and billing systems.
Own and maintain comprehensive documentation for all implementation workflows.
Build and deliver real-time visibility into the implementation pipeline, including timelines, risks, dependencies, and project health.
Migrate implementation tracking from Google Drive into Salesforce, establishing pipeline visibility and capacity planning infrastructure.
Build and own a standard reporting suite (internal and client-facing) tracking implementation milestones, enrollment metrics, and data integrity.
Partner with Data teams to create scalable analytics that support operational decision-making, forecasting, and continuous improvement.
Define and track key success metrics: time-to-launch, data quality, and implementation performance.
Serve as the strategic front-line lead for partner stakeholders, providing high-touch guidance through technical integrations and onboarding for virtual and community-based delivery models.
Act as the bridge from the initial sales cycle to operational reality, professionalizing the concierge experience while deepening the trust established by Sales.
Integrate Client Services account teams early during implementation to facilitate a seamless transition to long-term account management.
Operate with the mindset that long-term client success and renewal begin during implementation.