Directeur d'expérience en certification at Demers Beaulne overseeing audit strategies and managing team performance in a hybrid setting with professional development opportunities.
About the role
- Director of Implementation leading successful customer onboarding and strategic initiatives at Mom's Meals. Overseeing implementation processes and ensuring alignment with organizational goals.
Responsibilities
- Lead the planning, execution, and delivery of customer implementations, including new health plan, government, and community-based partnerships
- Define implementation strategy, scope, success measures, resource plans, timelines, and risk management plans
- Serve as the primary point of accountability for implementation outcomes, ensuring alignment with customer expectations and organizational objectives
- Partner with internal teams (Operations, IT, Finance, Sales, Customer Success, Clinical, etc.) to deliver seamless and scalable implementations
- Facilitate executive-level steering committees and provide transparent status reporting on milestones, issues, and risks
- Develop and continuously improve implementation frameworks, playbooks, and best practices to increase efficiency and scalability
- Collaborate with business development and product teams to identify and address customer demands that require new products or changes to existing products
- Manage and mentor the Implementation and Sales Support team, fostering a culture of accountability, collaboration, and professional growth
- Align team priorities with organizational goals, ensuring smooth coordination between sales, implementation, and customer success functions
- Build team capacity and capabilities to support growing business demand, including hiring, training, and development of staff
- Set and monitor individual and team performance metrics, ensuring high-quality delivery and continuous improvement
- Serve as an escalation point for customer and internal issues during pre-sales and implementation
- Transition implemented programs into steady-state operations while maintaining oversight of performance, customer satisfaction, and contractual commitments
- Establish governance structures and performance dashboards to track ongoing program success, identify risks, and resolve escalations
- Manage long-term strategic programs or enterprise-wide initiatives beyond initial implementation, ensuring delivery of sustained value
- Collaborate with Customer Success and Account Management teams to identify growth opportunities within existing programs
- Drive continuous improvement initiatives in partnership with operational leaders to enhance program quality, scalability, and member experience
- Lead program reviews with customers and internal leadership to ensure accountability to program goals, KPIs, and compliance requirements
Requirements
- Bachelor’s degree in Business, Healthcare Administration, Operations, or related field
- 10+ years of experience in program/project management, implementation, or customer delivery roles, with at least 5 years in a leadership capacity
- Proven track record of successfully managing complex, enterprise-level implementations in healthcare, food-as-medicine, or related industries
- Experience managing and developing high-performing teams, with a focus on implementation and/or sales support functions
- Strong knowledge of program governance, performance measurement, and change management best practices
- Exceptional communication, facilitation, and stakeholder management skills across technical and non-technical teams
- Ability to thrive in a fast-paced, growth-oriented environment and balance strategic thinking with executional detail
- Leadership & Influence: Inspire and motivate cross-functional teams and direct reports to deliver results
- Strategic Thinking: Balance short-term execution with long-term vision and scalability
- Customer-Centric Mindset: Champion customer satisfaction and long-term relationship success
- Operational Excellence: Drive continuous improvement in processes, systems, and delivery models
- Team Development: Build talent pipelines and support career development within the team
- Adaptability: Comfortable navigating ambiguity and change in a rapidly evolving industry
Benefits
- Health insurance
- 401(k)
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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