Senior Director, Delivery & Support

Role Description

The mission of the Senior Director, Delivery & Support is to own implementation, configuration, and ongoing support of HCIM's product offerings and to build these functions into high-quality, predictable, and scalable operations. This leader brings structured thinking to ambiguous problems, decomposing them into root causes and addressing each deliberately rather than simply treating symptoms as they surface. They build the systems, processes, and capabilities that allow a small technical team to deliver consistently, and remove points of friction through better process and tooling. They own how work is prioritized and sequenced across new implementations, client requests, and support, balancing competing demands against the team's capacity. They coach the team, serve as the senior point of escalation for clients, and step into the work themselves when necessary. This role sits on the Senior Leadership Team and is key to supporting HCIM's mission to be the #1 automation company for healthcare administration.

A successful candidate in this role will accomplish the following goals in their first year at HCIM:

• Qualitative:
  • Build a documented, repeatable operating system for all delivery work, including intake, capacity tracking, queue management, and status reporting.
  • Establish quality standards (playbooks, written requirements, code review, handoff criteria, documentation) that prevent rework and protect the client experience.
  • Eliminate single points of failure on the technical team through cross-training, documentation, and structural redundancy.
  • Coach and upskill the technical team into independent, self-sufficient operators, and build a culture where ownership and continuous improvement are normalized.
  • Sharpen how the function is measured: bring a point of view on HCIM's existing KPIs and use data to drive measurable improvement in delivery.
• Quantitative:
  • Achieve 100% on-time delivery on implementations and major projects.
  • Maintain client NPS ≥ 40.
  • Reduce time-to-value on implementations by 25%.
  • Achieve cross-training coverage where ≥2 team members can handle any priority one issue across any account.
  • Establish and hold baseline targets for team utilization and query turnaround time.

Qualifications

• 10+ years in technical delivery, professional services, implementation, technical operations, or management consulting within enterprise B2B SaaS, including direct leadership of a delivery or support team.
• Healthcare or healthcare-adjacent experience, either payer or provider side.
• Technical fluency sufficient to scope work, review code at a senior level, and engage credibly in technical conversations with engineers and clients.
• Experience owning implementations end to end, coordinating client go-lives, managing product integrations, and/or working with engineering on delivering custom-built solutions or integrations.
• Hands-on experience with core claims administration platforms.
• Demonstrated track record building and managing a technical delivery team through growth or operational maturation.
• Structured problem-solving skills.
• Coaching and team development skills.
• Working knowledge of healthcare payer/provider workflows.
• Sharp written and verbal communication skills.
• Experience with AI tools (Claude, ChatGPT) and HubSpot, Jira, or similar tooling.
• Work authorization in the United States.

Requirements

• Own end-to-end delivery for every client after signature.
• Lead, manage, and develop a three-person implementation, automation engineering, and support team.
• Run the team's operating cadence (stand-ups, weekly meetings, and retros).
• Partner with Sales before the contract is signed.
• Own production stability and operational excellence.
• Hold executive-level relationships with client leadership.
• Advise clients proactively.
• Operate at the right altitude.
• Carry client insights back into the business.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Work From Home