Director, Client Onboarding & Implementation

Align Sales, Client Success, Product, Engineering/Systems, Operations, Clinical, and other partners around implementation priorities, dependencies, decisions, and client outcomes.

Surface recurring themes and implementation constraints to inform product, process, staffing, and business decisions.

Clarify ownership and drive resolution when work crosses organizational boundaries or existing processes are insufficient.

Maintain sufficient product, systems, integration, and operational fluency to guide implementation strategy and challenge assumptions effectively.

Partner with Product, Engineering/Systems, Care, Clinical, and Support leaders to ensure technology feeds, integrations, claims readiness, operational processes, and member-support pathways are prepared for launch.

Ensure client requirements are translated into feasible implementation approaches while balancing client needs, operational sustainability, and scalable delivery.

Support the development of tools and reporting that improve visibility into readiness, risks, dependencies, and portfolio performance without taking on day-to-day project administration.

Partner with Client Success and operational leaders to ensure a clear transition from implementation to ongoing client ownership.

Monitor early post-launch performance and ensure material issues have clear owners, communication plans, and durable resolutions.

Use implementation outcomes and client feedback to strengthen retention, advocacy, and future growth opportunities.

8+ years of progressive experience in SaaS implementation, client onboarding, implementation consulting, program management, or project management; 10+ years preferred.

3+ years of experience leading and developing client-facing implementation or project management professionals, including managers where applicable.

Proven experience leading complex, multi-workstream implementations involving significant cross-functional dependencies, technical integrations, operational readiness, and executive stakeholders.

Demonstrated ability to lead both strategic implementation consulting and disciplined project/program execution, either directly or through a blended team of consultants and project managers.

Proven experience managing risks and escalations, improving quality, and delivering predictable, high-quality launches.

Demonstrated executive presence and client leadership skills, including the ability to facilitate senior-level governance forums, navigate difficult conversations, and build alignment across competing priorities.

Track record of building scalable implementation methodologies, playbooks, standards, and operating processes that improve consistency, quality, client experience, and team efficiency.

Strong cross-functional leadership skills and experience influencing Sales, Client Success, Product, Engineering/Systems, Operations, Clinical, and other partners toward shared client and business outcomes.

Experience in healthcare, employee benefits, health technology, or a closely related ecosystem, with the ability to understand client, carrier, partner, and operational requirements.

Bachelor's degree or equivalent combination of education and experience.

Experience with healthcare benefits administration, claims operations, carrier ecosystems, or related healthcare data/integration environments.

Experience leading organizational change management or operating-model changes.

PMP, CSM, or another relevant project/program management certification.

Experience using Salesforce, Cloud Coach, Jira, or similar systems to manage implementation portfolios, capacity, risks, and delivery performance.

Working fluency with operational and client-performance metrics, dashboards, and trend analysis to identify risks, prioritize improvements, and support decisions; advanced data analytics experience is not required.

Experience mentoring leaders, building succession pipelines, and creating a culture of accountability and continuous improvement.

The base salary range for this full-time position is $163,830 – $250,668 per year in the United States. This posted range reflects the portion of our internal salary band that is currently funded for new hires in this role across our standard labor markets (Zones A–C).

For context, these markets include Zone A (e.g., Phoenix AZ, San Antonio TX, Columbus OH, Charlotte NC), Zone B (e.g., Chicago IL, Denver CO, San Diego CA, Houston TX), and Zone C (e.g., Los Angeles CA, Seattle WA, Washington, D.C., Boston MA). At this time, we are not budgeting for hires in higher-cost Zone D markets (e.g., San Francisco Bay Area CA, New York City NY, San Jose CA) for this role. Within this range, individual pay is determined by work location, skills, experience, and internal equity. We use structured salary bands and geographic zones based on cost of labor to keep pay fair and consistent.

Benefits & Perks:

In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:

Bonus

Equity

Remote-first culture

401(k) savings plan through Fidelity

Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)

Paid Time Off ("PTO") and Discretionary Time Off (“DTO")

12 weeks of 100% Paid Parental leave

Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.

Work-From-Home reimbursement to support team collaboration home office work

Your recruiter will share more about the salary range and benefits package for your role during the hiring process.

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.