Director, Safety Delivery

Qualtrics • Chicago, IL

12d • Hybrid

About The Position

The Director, Safety Delivery provides strategic and operational leadership for implementing, supporting, and optimizing Qualtrics’ Safety & Reliability portfolio. The role leads a multidisciplinary organization that guides healthcare clients through the full customer lifecycle, from go-live through long-term value realization, including adoption of the High Reliability Platform (HRP) and Patient Safety Organization (PSO) services. Delivery work is intended to support clinical quality outcomes and client satisfaction.

The Director sets scalable delivery methodologies, performance metrics, and resource strategies across implementation, support, and customer success. The role oversees complex, multi-site enterprise deployments, connecting implementation to post-go-live optimization and measurable client outcomes. It also partners with healthcare executives and internal Sales, Product Management, Engineering, and Consulting teams to align business growth, platform capabilities, and client needs.

This leader directs full-lifecycle operations; guides software configuration, workflow design, testing, and go-live readiness; establishes adoption and optimization frameworks; manages staffing and capacity; develops managers and team leads; and serves as executive contact for complex delivery escalations. The position uses healthcare domain knowledge, including patient safety, high-reliability principles, and healthcare operations, to guide delivery.

Requirements

• 8–10+ years of progressive experience in healthcare technology, SaaS delivery, software implementation, or healthcare safety and quality leadership.
• Proven experience directly managing teams of managers or team leads across multidisciplinary functions.
• Demonstrated experience overseeing complex enterprise software implementations and ongoing customer success operations.
• Bachelor’s degree in Healthcare Administration, Nursing, Business Administration, Information Systems, Healthcare Quality, or a related field.
• Strong understanding of patient safety, high-reliability principles, and healthcare operations.

Nice To Haves

• Experience or background with Patient Safety Organizations (PSO), High Reliability Organizations (HRO), risk management, or clinical safety software.

Responsibilities

• Provide strategic direction and operational management across implementation, support, and customer success functions within Safety Delivery.
• Establish scalable delivery methodologies, performance metrics, and resource allocation strategies across delivery teams.
• Lead teams of Safety Solution Designers and implementation resources in defining software configuration, workflow design, testing, and go-live readiness.
• Oversee complex, multi-site software deployments and ensure projects align with contractual scope, timelines, and client readiness.
• Establish client optimization frameworks and roadmaps to drive platform utilization, executive business reviews, retention, and measurable ROI.
• Connect implementation with post-go-live optimization and long-term client value realization.
• Direct staffing, workload distribution, and capacity planning; coach and develop managers and team leads.
• Serve as the executive point of contact for complex delivery challenges and coordinate multidisciplinary resources to resolve escalations.
• Collaborate with client C-suite leaders and internal Sales, Product Management, Engineering, and Consulting teams.
• Partner with Product and Engineering leadership to influence application roadmaps, technical configurations, workflows, and feature enhancements.

Benefits

• Medical, dental, and vision insurance options for employees and families.
• Executive coaching, industry certifications, and leadership growth support.
• Paid vacation, parental leave, holiday schedule, and sick time.
• 401(k) retirement savings plan with company matching contributions.
• Wellness reimbursement.
• Mental health benefits.
• A sign-on bonus and restricted stock units may be included in an employment offer.

What This Job Offers

• Job Type: Full-time
• Career Level: Director