Director, Safety Delivery

Qualtrics • Chicago, IL

13d • $153,000 - $186,000 • Hybrid

About The Position

The Director, Safety Delivery provides strategic and operational leadership for implementation, ongoing support, customer success, and optimization of Qualtrics’ Safety & Reliability portfolio. The role leads a multidisciplinary organization guiding healthcare clients through the full customer lifecycle, from go-live to long-term value realization. It supports adoption of solutions including the High Reliability Platform (HRP) and Patient Safety Organization (PSO) services, with the goal of advancing clinical quality outcomes and client satisfaction.

The director establishes scalable delivery methods, performance measures, and resource-allocation strategies across implementation, support, and success teams. The role oversees complex, multisite enterprise deployments, connecting implementation with post-go-live optimization and measurable client outcomes. It also partners with healthcare executives and internal Sales, Product Management, and Engineering teams to align client needs, business growth, and product development.

This leader shapes the strategic direction of a healthcare SaaS delivery organization, develops executive relationships with healthcare systems and enterprise accounts, and scales operations across implementation, customer success, technical support, and domain optimization. The position is part of a hybrid work model: employees work in the office Mondays, Thursdays, and one additional day selected by their organizational leader, and may work from elsewhere the rest of the week.

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 Safety Delivery implementation, support, and customer success functions.
• Lead Safety Solution Designers and implementation resources in software configuration, workflow design, testing, and go-live readiness.
• Oversee complex, multisite software deployments, ensuring alignment with contractual scope, timelines, and client readiness.
• Establish client optimization frameworks and roadmaps to promote platform utilization, executive business reviews, and measurable return on investment.
• Direct staffing, workload distribution, and capacity planning; coach and develop managers and team leads.
• Serve as the executive point of contact for complex delivery escalations and coordinate multidisciplinary resources for resolution.
• Establish scalable delivery methodologies, performance metrics, and resource-allocation strategies across implementation, support, and customer success.
• Drive long-term client adoption, retention, and measurable outcomes by connecting implementation to post-go-live optimization.
• Partner with Product and Engineering leadership to influence application roadmaps, technical configurations, and feature enhancements.
• Collaborate with client C-suite leaders and internal Sales, Product Management, Engineering, and Consulting teams to align client outcomes and business growth.

Benefits

• Medical, dental, and vision insurance options for employees and families.
• Support for executive coaching, industry certifications, and leadership growth.
• Paid vacation, parental leave, holidays, and sick time.
• 401(k) retirement savings plan with company matching contributions.
• Life and disability benefits.
• 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