Sr. Director, Operations & Implementation
Transcarent
Who we are
Transcarent is the One Place for Health and Care. We cut through complexity, making it easy for people to access high-quality, affordable health and care. We create a personalized experience tailored for each Member, including an on-demand care team, and a connected ecosystem of high-quality, in-person care and virtual point solutions. Transcarent eliminates the guesswork and empowers Members to make better decisions about their health and care.
Transcarent is aligned with those who pay for healthcare and takes accountability for results – offering at-risk pricing models and transparent impact reporting to ensure incentives support a measurably better experience, better health, and lower costs.
At Transcarent, you will be part of a world-class team, supported by top tier investors like 7wireVentures and General Catalyst, and founded by a mission-driven team committed to transforming the health and care experience for all. In May 2024, we closed our Series D with $126 million, propelling our total funding to $450 million and fueling accelerated AI capabilities and strategic growth opportunities.
We are looking for teammates to join us in building our company, culture, and Member experience who:
- Put people first, and make decisions with the Member’s best interests in mind
- Are active learners, constantly looking to improve and grow
- Are driven by our mission to measurably improve health and care each day
- Bring the energy needed to transform health and care, and move and adapt rapidly
- Are laser focused on delivering results for Members, and proactively problem solving to get there
About This Role
The Senior Director, Operations & Implementation at Transcarent is a key leadership position responsible for driving the success of client onboarding and implementation processes. This role is crucial in ensuring that clients transition smoothly from contracted revenue to actualized revenue, thereby enhancing client satisfaction and delivering exceptional experiences for their members. The Sr. Director will lead a team of implementation managers and matrixed project teams, overseeing the implementation of new clients and upsell accounts while continuously improving performance and processes.
As a strategic leader, the Senior Director will ensure that project teams achieve operational excellence by adhering to methodologies, contracts, and best practices of project leadership. This role demands an obsession with excellent client and internal communications, ensuring that implementations are delivered on time, aligning with Transcarent’s values.
The Senior Director will balance and forecast capacity against current and pipeline projects, using data-driven criteria to estimate effort and slotting. This role acts as a strategic and programmatic liaison to cross-functional leaders such as Account Executives, Sales, Legal, Solutions, Marketing, and the Executive Leadership Team. The Senior Director must demonstrate deep experience in people leadership, digital health care markets, client implementations, and resource management. This role requires a profound understanding of complex business issues and the ability to pivot, develop, and support courses of action to resolve issues thoughtfully and decisively.
What You’ll Do
- Provide strategic and operational leadership to ensure successful client implementations.
- Establish and enforce best practices, controls, and compliance reviews to maintain high-quality implementations.
- Monitor team and individual performance, providing real-time feedback aligned with organizational goals and values.
- Collaborate with cross-functional leaders to address rapidly changing client and internal business demands.
- Lead continuous process improvement initiatives to enhance implementation efficiency.
- Ensure accurate and concise reporting at all levels, including team boards, executive dashboards, and status updates.
- Foster staff development and satisfaction, encouraging growth and retention.
- Contribute to legal, financial, and project processes, developing innovative plans and program architecture.
- Oversee risk management and ensure first-time quality on project deliverables.
- Develop and manage client relationships, representing Client Implementations in external meetings and presentations.
What We’re Looking For:
- 8+ years of experience in client implementations, preferably in the digital health care market.
- Proven leadership experience with a track record of managing and inspiring teams.
- Deep understanding of complex business issues and the ability to develop and support effective resolutions.
- Strong collaboration and motivational skills, maintaining enthusiasm through challenges and high pressure.
- Ability to create a sense of urgency while maintaining a proactive, solutions-based approach.
- Experience in continuous process improvement and strategic planning.
- Excellent communication skills, both verbal and written, with the ability to present clearly and concisely.
- Ability to build trust quickly with clients and internal teams, acting as an advisor and decision-maker.
- Strong problem-solving skills and the ability to manage employee performance effectively.
Total Rewards
Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity.
Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.
Our benefits and perks programs include, but are not limited to:
- Competitive medical, dental, and vision coverage
- Competitive 401(k) Plan with a generous company match
- Flexible Time Off/Paid Time Off, 12 paid holidays
- Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
- Mental Health and Wellness benefits
Location
You must be authorized to work in the United States. Depending on the position we may have a preference to a specific location, but are generally open to remote work anywhere in the US.
Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!
Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.
