Position Summary
The Senior Director, Implementations is responsible for leading successful execution, governance, and continuous improvement of client implementation activities across PSG's implementation portfolio. This role serves as the senior operational leader for implementation delivery, ensuring projects are executed efficiently, consistently, and in alignment with client expectations, contractual commitments, and organizational objectives.
The Senior Director translates organizational strategy into scalable implementation processes, delivery methodologies, resource plans, performance metrics, and client engagement models. This individual partners closely with Sales, Product, Consulting, Operations, Analytics, and external partners to ensure successful implementation outcomes while driving operational excellence, client satisfaction, and team performance.
The ideal candidate combines strong implementation leadership, project governance expertise, operational discipline, and people leadership skills with a proven ability to lead complex client initiatives in a fast-paced consulting and healthcare environment.
Essential Responsibilities
Implementation Leadership & Delivery
- Lead the planning, execution, and successful delivery of all client implementation engagements.
- Establish implementation governance frameworks, including status reporting, risk management, issue resolution, decision tracking, and escalation processes.
- Ensure implementation activities are completed on time, within scope, and consistent with client requirements and organizational standards.
- Provide leadership oversight and performance monitoring for implementation managers, project managers, business analysts, and implementation consultants.
- Monitor implementation health across the portfolio and proactively address risks, resource constraints, and delivery challenges.
- Ensure all implementation deliverables meet quality standards and contractual obligations.
Client Implementation Management
- Serve as the primary operational leader for client implementations.
- Build and maintain strong working relationships with client stakeholders throughout the implementation lifecycle.
- Ensure client requirements, dependencies, assumptions, and decisions are documented, managed, and communicated effectively.
- Lead implementation steering committees, status reviews, and operational governance meetings.
- Provide consultative guidance to clients regarding implementation readiness, operational impacts, testing strategies, and deployment planning.
- Escalate significant risks, issues, or client concerns to executive leadership as appropriate.
Implementation Operations & Process Excellence
- Develop and continuously improve implementation methodologies, playbooks, tools, templates, and best practices.
- Standardize implementation processes to create consistency, scalability, and measurable performance across all engagements.
- Establish implementation metrics and dashboards that measure quality, efficiency, client satisfaction, resource utilization, and project performance.
- Drive continuous improvement initiatives that enhance delivery effectiveness and reduce operational risk.
- Support organizational quality initiatives and implementation-related process transformation efforts.
Resource Planning & Capacity Management
- Lead resource forecasting, staffing assignments, workload balancing, and capacity planning across implementation teams.
- Identify resource gaps, skill needs, and capacity constraints and develop mitigation plans.
- Partner with leadership to align staffing strategies with client demand and organizational growth objectives.
- Coordinate utilization of internal and external implementation resources to maintain delivery excellence.
- Manage implementation workforce planning activities to ensure optimal team performance and scalability.
Cross-Functional Collaboration
- Partner with Sales, Consulting, Product, Operations, Clinical, and Technology teams to ensure seamless implementation execution.
- Support proposal development by providing implementation timelines, staffing assumptions, operational requirements, and delivery considerations.
- Facilitate coordination among internal and external stakeholders to ensure successful implementation outcomes.
- Align implementation activities with operational readiness, product development, and client objectives.
- Promote collaboration and shared accountability across business functions.
Reporting & Performance Management
- Develop and maintain implementation dashboards, project scorecards, milestone tracking tools, SLA reporting, and executive summaries.
- Monitor implementation portfolio performance and provide insights regarding trends, risks, opportunities, and improvement initiatives.
- Ensure accurate and timely client-facing reporting throughout implementation engagements.
- Provide leadership with actionable performance analysis and recommendations.
- Track and report implementation KPIs, including quality, timelines, client satisfaction, resource utilization, and financial performance indicators.
Team Leadership & Talent Development
- Lead, mentor, and develop a high-performing implementation organization.
- Establish clear performance expectations and accountability standards.
- Support recruitment, onboarding, and professional development of implementation team members.
- Foster a culture of collaboration, continuous learning, client focus, and operational excellence.
- Conduct performance reviews, coaching discussions, and career development planning for direct reports.
- Build organizational capabilities to support future growth and evolving client needs.
Partner & Vendor Management
- Coordinate implementation activities with PBMs, technology vendors, implementation partners, and other third-party organizations.
- Establish operational relationships that support successful client delivery.
- Monitor external partner performance and identify opportunities for improvement.
- Ensure external dependencies are effectively managed throughout implementation engagements.
- Support issue resolution and escalation management involving external stakeholders.
Qualifications
Education
- Bachelor's degree in Business, Healthcare Administration, Information Technology, Project Management, or related field required.
- Master's degree preferred.
Experience
- 10+ years of implementation, operations, consulting, or project leadership experience.
- 5+ years of leadership experience managing implementation, project management, consulting, or operational teams.
- Demonstrated success leading large-scale client implementations in healthcare, pharmacy benefit management, managed care, consulting, or related industries.
- Experience managing complex cross-functional projects involving multiple stakeholders.
- Strong background in operational process improvement, governance, and service delivery management.
Knowledge, Skills & Abilities
- Deep understanding of PBM implementation methodologies, project governance, and operational delivery models.
- Strong leadership and team development capabilities.
- Excellent executive communication and client relationship management skills.
- Experience with resource planning, capacity management, and workforce forecasting.
- Strong analytical and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience building and improving operational processes and performance management frameworks.
- Knowledge of healthcare, pharmacy benefits, managed care, or consulting operations preferred.
Success Measures
The Senior Director, Implementations will be evaluated on:
- On-time and successful implementation delivery
- Client satisfaction and retention
- Resource utilization and capacity management effectiveness
- Implementation quality and operational performance
- Team engagement, retention, and development
- Achievement of implementation KPIs and SLAs
- Continuous improvement and operational efficiency gains
- Effective management of implementation risks and escalations
COMPENSATION:
The base salary range for this position is $190,000 – $210,000. This range represents the employer’s good faith estimate of the compensation for this role at the time of posting.
Actual compensation will be determined based on factors such as experience, skills, training, certifications, education, internal equity, and market data. This role may also be eligible for bonuses and a comprehensive benefits package.
WHY EPIC:
EPIC has over 60 offices and 4,000 employees nationwide – and we’re growing! It’s a great time to join the team and be a part of this growth. We offer:
- Generous Paid Time off
- Managed PTO for salaried/exempt employees (personal time off without accruals or caps); 22 PTO days starting out for hourly/non-exempt employees; 12 company-observed paid holidays; 4 early-close days
- Generous leave time options: Paid parental leave, pregnancy disability and bonding leave, and organ donor/bone marrow donor leave
- Generous employee referral bonus program of $1,500 per hired referral
- Employee recognition programs for demonstrating EPIC’s values plus additional employee recognition awards and programs (and trips!)
- Employee Resource Groups: Women’s Coalition, EPIC Veterans Group
- Professional growth & development: Mentorship Program, Tuition Reimbursement Program, Leadership Development
- Unique benefits such as Pet Insurance, Identity Theft & Fraud Protection Coverage, Legal Planning, Family Planning, and Menopause & Midlife Support
- Additional benefits include (but are not limited to): 401(k) matching, medical insurance, dental insurance, vision insurance, and wellness & employee assistance programs
- 50/50 Work Culture: EPIC fosters a 50/50 culture between producers and the rest of the business, supporting collaboration, teamwork, and an inclusive work environment. It takes both production and service to be EPIC!
- EPIC Gives Back – Some of our charitable efforts include Donation Connection, Employee Assistance Fund, and People First Foundation
- We’re in the top 10 of property/casualty agencies according to “Insurance Journal”
To learn more about EPIC, visit our Careers Page: https://www.epicbrokers.com/about/epic-careers/.
EPIC embraces diversity in all its various forms—whether it be diversity of thought, background, race, religion, gender, skills or experience. We are committed to fostering a work community where every colleague feels welcomed, valued, respected and heard. It is our belief that diversity drives innovation and that creating an environment where every employee feels included and empowered, helps us to deliver the best outcome to our clients.
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