Director, Implementation & Client Operations

About the Role

Galileo is seeking a Director, Implementation to lead our implementation and eligibility functions. In this high-impact leadership role, you will be the architect of the systems, processes, and playbooks required to launch complex partnerships at scale. You will act as the critical bridge between Sales and Client Services, ensuring that the promises made during the commercial process are translated into operational reality. You will partner closely with a number of internal teams, including Product, Clinical, Revenue Cycle Management, and Insights. 

This is a business operations and client-facing leadership role focused on launching healthcare delivery and health plan partnerships, not an internal IT software deployment role. This role will also be responsible for evolving Galileo’s implementation function to scale through automation, data, and emerging AI capabilities, reducing manual effort, accelerating time-to-launch, and improving overall client experience. Managing a diverse portfolio that includes Health Plans, Health Systems, Employers, Marketplaces, Federal and SLED (State, Local, and Education) clients, you will navigate a demanding sales pipeline to drive growth across multiple lines of business.

This is a remote position, reporting into our VP, Commercial and Client Operations.

Here's what you'll do:

Strategic Leadership and Scaling

• Define and execute implementation playbooks that ensure repeatable, high-quality client launches across all clients
• Build a scalable, automation-first implementation model that enables growth without linear headcount increases
• Lead the handoff process between Sales (pre-contract) and Client Services (post-launch), ensuring continuity and alignment with multiple internal teams 
• Partner with Sales during active deal stages to flag implementation risks, inform go-live timelines, and influence client decisions including off-cycle launches
• Bring a systems-thinking approach that connects Sales, Operations, Data, and Engineering into a cohesive operating model supporting long-term client success
• Manage and develop your team, holding shared accountability for a portfolio of 20+ annual launches

Eligibility and Data Management

• Own end-to-end implementation for large-scale clients (20k+ lives), including behavioral health, pediatrics, on-site popups, FFS structures, and health plan integrations
• Define and maintain eligibility and roster management processes across client types, including real-time eligibility gating, file-based roster management, and member offboarding
• Oversee the business logic and operational standards for client eligibility and roster management (including EDI/834 workflows), partnering with technical teams who handle the underlying engineering
• Identify and implement automation opportunities across the implementation lifecycle to reduce manual effort and improve accuracy
• Explore and apply AI-driven solutions where appropriate, data validation, file processing, anomaly detection, to improve efficiency and scalability
• Lead translation of complex client data needs into technical requirements, ensuring data quality across clinical and billing systems
• Own and maintain comprehensive documentation for all implementation workflows

Analytics and Pipeline Visibility

• Build and deliver real-time visibility into the implementation pipeline, including timelines, risks, dependencies, and project health
• Migrate implementation tracking from Google Drive into Salesforce, establishing pipeline visibility and capacity planning infrastructure
• Build and own a standard reporting suite (internal and client-facing) tracking implementation milestones, enrollment metrics, and data integrity
• Partner with Data teams to create scalable analytics that support operational decision-making, forecasting, and continuous improvement
• Define and track key success metrics: time-to-launch, data quality, and implementation performance

Client Relationship and Execution

• Serve as the strategic front-line lead for partner stakeholders, providing high-touch guidance through technical integrations and onboarding for virtual and community-based delivery models
• Act as the bridge from the initial sales cycle to operational reality, professionalizing the concierge experience while deepening the trust established by Sales
• Integrate Client Services account teams early during implementation to facilitate a seamless transition to long-term account management
• Operate with the mindset that long-term client success and renewal begin during implementation

About You

You're equally comfortable in a strategic conversation and a detailed workflow review. You can sit with a health plan partner to work through an eligibility file structure in the morning and align with a sales director on implementation capacity for a Q2 deal in the afternoon. You're the kind of operator who knows the status of every active implementation without having to dig for it. Cross-functional complexity doesn't slow you down as you move naturally across sales, client services, credentialing, revenue cycle, engineering, product, and finance, and your partners come to rely on you as the person who sees around corners.

You're a builder. You're not satisfied with only maintaining what exists. You identify opportunities to standardize reporting, move workflows into our CRM, establish benchmarks that shape capacity planning and deal pricing, and push the function forward through automation and AI. You'll own that agenda, and you'll have the organizational standing to execute it.

We would love to hear from you if you have the following or equivalent experience:

• 7+ years leading complex technical implementations within the healthcare ecosystem (Payer, Provider, or Health Tech)
• A proven track record implementing for Health Plans, Health Systems, Employers, and/or SLED clients, including accounts at 20k+ lives scale
• Experience managing 20+ concurrent implementations across mixed lines of business and/or complexities (e.g. global)
• Deep understanding of healthcare data exchange (HL7, FHIR, EDI) and the nuances of managing eligibility and reporting files
• Hands-on eligibility file management experience: roster ingestion, member gating, and offboarding
• CRM experience used for implementation tracking, pipeline management, and reporting (Salesforce preferred)
• Experience designing and implementing automation solutions within operational workflows
• Familiarity with AI applications in business operations, with an ability to identify practical use cases
• Proficiency building or refining dashboards (Tableau, Looker, Power BI) and project management tooling
• Experience managing at least one direct report; track record building and developing teams preferred
• Exceptional external client-facing skills, with the ability to influence senior-level stakeholders
• A player-coach mentality: equally comfortable at the strategic level and rolling up your sleeves to solve immediate partner roadblocks
• PMP, CPHIMS, or equivalent professional certification a plus

Compensation Range:  $160,000-200,000 per year based upon prior experience, performance, and market dynamics. This role is eligible for equity.

Benefits Offered:

• Medical / Dental / Vision insurance
• Flexible Spending Account
• Health Savings Account + match
• Company paid STD/LTD, AD&D, and Life insurance
• Paid Family Leave
• 401K + match
• Paid Time Off