Director of Implementation

Opportunity 

We are looking for a Director, Implementation with excellent leadership skills who is a self-starter energized by working with Partners and building strong relationships both externally and internally to drive exceptional outcomes for our Partners and members. In this role, you will own the entire implementation function and deployment of the Twin program(s) end-to-end. The ability to build infrastructure, problem solve, analyze and troubleshoot with strong verbal and written communication skills, tailored to communicate based on the situation and audience in a fast paced environment will be key. 

Working with a complex clinical delivery model in a high-growth environment, our Director, Implementation will expertly navigate through ambiguity while managing internal and external teams in a highly detail-oriented, organized and structured manner - all while ensuring we deliver on-time and exceed Partner expectations. 

Responsibilities

BUILD A WORLD-CLASS TEAM 

• Assume leadership of an existing team of implementation managers and grow the size of the team to meet current and anticipated demand
• Establish quality performance metrics to drive and measure continual improvement
• Provide coaching, mentoring, and feedback to team members on a daily basis to maximize productivity and quality of service
• Management activities such as recruitment, performance reviews, mentoring, training
• Update and develop internal tracking reports and project management tools on a weekly/monthly basis ensuring regular communication with internal / external Partners
• Effectively communicate the implementation pipeline and roadmap across the organization, including the development and weekly distribution of a dashboard reporting tool
• Foster an environment of cooperation and knowledge sharing throughout the team
• Act as a resource for insights for annual, quarterly and monthly management reporting deliverables

DRIVE PARTNER VALUE

• Establish and maintain highly effective relationships with key stakeholders across enterprise partners
• Serve as a player/coach and successfully implement Twin’s program(s) end-to-end across a portfolio of Twin customers, including self-insured employers, health plans and health systems
• Provide consultative recommendations to increase member engagement, enhance program results, and optimize overall partner satisfaction 
• Ensure a high-quality level of service is delivered consistently, and in an integrated manner across all teams, collaborating closely with Partner Success, Business Development, Clinical Operations, and Marketing teams.
• Facilitate onboarding of Partners efficiently, continuing to focus on reducing cycle time, simplifying processes and making it easier for Partners to do business with Twin
• Drives Partner loyalty by ensuring quality is measured and initiatives are created to maximize Net Promoter Score, and responding to Partner feedback by improving service delivery
• Deliver an industry leading Partner implementation and onboarding experience

DELIVER PROJECT MANAGEMENT EXCELLENCE

• In collaboration with stakeholders, establish appropriate governance and provide leadership for implementations for complex clinical delivery model

• In close partnership with Sales, develop in-depth knowledge of Partner needs and proactively provide best in class service and implementation solutions
• Working with key business and support partners internally to drive the successful implementation of all initiatives 
• Develop Partner implementation playbook and best practice documentation for Partners and internal teams to use during the implementation process and for post-implementation support across the Partner lifecycle
• Develop program and project management tools and templates leveraging proven project management methodologies and best practices driving efficiencies, quality and speed to launch
• Create dashboards, scorecards and track critical progress for launches to ensure goals and deadlines are met
• Analyze customer data pre and post launch to provide actionable insights for internal teams and customers
• Effectively manage customer stakeholders throughout implementation, including leading customer meetings, setting and managing expectations, building stakeholder alignment, and managing risks and escalations
• Work with technical partners at the customer (or 3rd parties) to operationalize data access and eligibility file management, including finalizing file/data requirements, setting up file transfer and validation, and ongoing issue resolution
• Prepare, execute and participate in special events held for or hosted by partners
• Anticipate and manage partner issues/escalations and mobilize internal teams such as Implementation, Clinical, Product, PS and BD, to drive resolution

Qualifications

• Minimum of 5 years of experience managing an implementation team
• 5-10 years of digital health client implementation, customer facing, project management experience 
• Experience with health benefits, health and wellness, health plans or systems
• Ability to communicate and work across client organizations, engaging on a range of tactical and strategic issues, with senior executives as well as execution teams
• Exceptionally strong project management skills, with demonstrated organizational skills, high attention to detail and ability to balance between thoughtful planning and timely execution
• Ability to manage conflicting priorities and thrive in a fast-paced environment working under time constraints
• Proficiency with Google applications, PM tools, such as Smartsheet, Monday.com, and MS Project
• Experience working with technical/data partners (internal and external) on data exchange, file specifications, file encryption and transmission and testing

Compensation and Benefits  
The salary range for this position is $140,000-$175,000 annually.
In addition, Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin

• A competitive compensation package in line with leading technology companies
• A remote and accomplished global team
• Opportunity for equity participation 
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan