Director, Implementation

Gravie•Minneapolis, MN

About The Position

The Director, Implementation will lead the successful delivery of new and renewing client implementations across the Channel and Commercial lines of business, ensuring projects are completed on time, accurately, and in alignment with organizational standards. This role is responsible for establishing and maintaining scalable implementation frameworks that drive consistency, mitigate risk, and deliver a seamless onboarding experience for clients, brokers, and internal stakeholders. With a strong focus on operational excellence, this individual will oversee end-to-end implementation processes, monitor performance against key milestones, and proactively resolve issues that could impact timelines or quality. The Director will also play a critical role in standardizing workflows, enhancing documentation practices, and strengthening cross-functional coordination to ensure readiness across all departments prior to go-live. As the implementation function undergoes transformation, this leader will guide the evolution of the teamâs structure, tools, and processes to support future growth and increasing complexity. Collaborating closely with senior leadership and partners across Sales, Account Management, Operations, and Technology, the Director will drive alignment, foster accountability, and continuously refine implementation strategies to deliver predictable, high-quality outcomes at scale.

Requirements

8+ years of experience in account management, implementations or operations in the benefits industry
Previous experience leading and coaching a team
Excellent problem-solving, critical thinking, and communication skills.
Comfort working in a dynamic, evolving environment with multiple priorities and stakeholders.
An obsession with hitting deadlines and making sure work is delivered on-time
Excellent written and verbal communication skills

Nice To Haves

Experience in a high-growth, fast-paced, and evolving environment.
Significant work experience in health insurance, healthcare, or operations.
Extensive experience in process improvement, program management, and leading teams.

Responsibilities

Lead and mentor a team of implementation managers, implementation coordinators and middle-management staff; maintain and build upon a hiring model that scales with rapid growth
Continuously improve the process flow map of all tasks across implementations and renewals, and make recommendations for process improvement and efficiency
Identify tasks in the process flow that can be automated via technology and work with internal product and engineering teams to define requirements and implement solutions
Rigorously ensure new and established metrics and objectives for implementations and renewals are met by team members
Oversee quality assurance program that protects accuracy across all facets of the implementation and renewal support process
Define and maintain Salesforce data requirements and configurations for diligent tracking of tasks and deadlines
Drive the selection and implementation/deployment of new technologies that increase efficiency and effectiveness
Develop and manage the 12-18 month implementation and renewal support roadmaps
Partner with the Account Management team to determine appropriate handoffs and support that frees up time for account managers to spend more time with customers
Work with the Sales team to ensure Sales rep needs are met while transitioning new sales to the implementation team
Survey brokers, employers and internal staff members to understand how to improve upon implementation effectiveness and satisfaction
Oversee vendor partnerships that are critical in the implementation and renewal support process
Manage expectations with Sales and Account Management teams around implementation and renewal turnaround times and deadlines
Continuously improve training program to train and get new team members up-to-speed quickly
Oversee and continuously refine a library of process and procedural documentation
Demonstrate commitment to our core competencies of being authentic, curious, creative, empathetic and outcome oriented