Director of Technical Implementation

Leap is hiring a Director of Technical Implementation to lead client onboarding and the technical implementation team end-to-end.

You'll own a large book of 80 mid-market and enterprise implementations in flight today. Most are vendor-facing with TPAs, health plans, and carriers, with some direct client work. You'll set how implementations get done at Leap, including standards, playbooks, staffing, and quality. You'll also stay hands-on when launches get complicated, working closely with Engineering, Client Success, and Finance to get clients live on time and accurately.

This is a remote-friendly leadership role reporting to the SVP of Client Operations & Success. Our team works in a fast-changing environment, shares direct feedback across functions, and builds process as we grow.

What you'll do:

• Build, manage, and develop the technical implementation team, including Implementation Managers, with clear ownership across the book of work
• Coach the team on delivery quality and on when to escalate versus resolve independently, and plan capacity and staffing as implementation volume grows
• Design the team's operating rhythm, including stand-ups, escalation paths, and a regular feedback loop for surfacing and clearing roadblocks
• Build visibility into every implementation's status, so it's clear where delays are coming from, including our own team, without relying on any one person tracking threads
• Own end-to-end delivery across a large concurrent portfolio of mid-market and enterprise implementations, from requirements through go-live
• Drive on-time, accurate launches across eligibility, claims, and prior authorization file setup, SFTP connections, and platform configuration
• Lead remediation when an implementation goes off track, including root cause analysis, stakeholder communication, and fix validation
• Standardize implementation processes, SOPs, and documentation so launches stay repeatable as volume grows, and strengthen QA of configurations and file processes to protect data integrity
• Partner with Engineering to reduce manual work across file processing, data ingestion, and reporting
• Serve as the senior owner for TPA, health plan, and carrier partners throughout onboarding, translating requirements into solutions that hold up across many similar launches
• Partner with Finance on carrier billing setup, and with Client Success on clean handoffs after go-live

What you bring:

• 8+ years in technical implementation, technical operations, or SaaS delivery, with 3+ years managing a team of senior or principal-level individual contributors
• Experience designing team processes, escalation paths, or tracking systems that gave leaders clear visibility across a large portfolio of implementations
• Startup or growth-stage experience, including building implementation processes, SOPs, or playbooks from scratch and adjusting quickly as priorities shift
• Experience running multiple implementations at the same time through go-live, with ownership of timelines and delivery quality
• Healthcare implementation expertise, including hands-on work with eligibility and claims files, SFTP, and TPA, health plan, or carrier partners
• Hands-on experience owning file and integration setup and troubleshooting file or data issues
• Experience leading the remediation of an implementation that went off track, including escalation and stakeholder communication
• Experience communicating implementation status, risks, and technical requirements to both technical and non-technical stakeholders

Bonus Points For:

• Experience managing 20+ simultaneous implementations
• Background at a TPA, health plan, carrier, or healthcare consulting firm that included hands-on implementation work
• Player/Coach experience as a people leader who can also personally own complex and escalated implementations