Director, Implementation

Hi, we’re Gravie. Our mission is to create health benefits that actually benefit small and midsize businesses and their employees. Our innovative benefit solutions and services are developed and delivered by a diverse group of unique people. We encourage you to be your authentic self - we like you that way.

Job Summary:

The Director, Implementation will lead the successful delivery of new and renewing client implementations across the Channel and Commercial lines of business, ensuring projects are completed on time, accurately, and in alignment with organizational standards. This role is responsible for establishing and maintaining scalable implementation frameworks that drive consistency, mitigate risk, and deliver a seamless onboarding experience for clients, brokers, and internal stakeholders.

With a strong focus on operational excellence, this individual will oversee end-to-end implementation processes, monitor performance against key milestones, and proactively resolve issues that could impact timelines or quality. The Director will also play a critical role in standardizing workflows, enhancing documentation practices, and strengthening cross-functional coordination to ensure readiness across all departments prior to go-live.

As the implementation function undergoes transformation, this leader will guide the evolution of the team’s structure, tools, and processes to support future growth and increasing complexity. Collaborating closely with senior leadership and partners across Sales, Account Management, Operations, and Technology, the Director will drive alignment, foster accountability, and continuously refine implementation strategies to deliver predictable, high-quality outcomes at scale.

Key Responsibilities

•
Lead and mentor a team of implementation managers, implementation coordinators and middle-management staff; maintain and build upon a hiring model that scales with rapid growth

•
Continuously improve the process flow map of all tasks across implementations and renewals, and make recommendations for process improvement and efficiency

•
Identify tasks in the process flow that can be automated via technology and work with internal product and engineering teams to define requirements and implement solutions

•
Rigorously ensure new and established metrics and objectives for implementations and renewals are met by team members

•
Oversee quality assurance program that protects accuracy across all facets of the implementation and renewal support process

•
Define and maintain Salesforce data requirements and configurations for diligent tracking of tasks and deadlines

•
Drive the selection and implementation/deployment of new technologies that increase efficiency and effectiveness

•
Develop and manage the 12-18 month implementation and renewal support roadmaps

•
Partner with the Account Management team to determine appropriate handoffs and support that frees up time for account managers to spend more time with customers

•
Work with the Sales team to ensure Sales rep needs are met while transitioning new sales to the implementation team

•
Survey brokers, employers and internal staff members to understand how to improve upon implementation effectiveness and satisfaction

•
Oversee vendor partnerships that are critical in the implementation and renewal support process

•
Manage expectations with Sales and Account Management teams around implementation and renewal turnaround times and deadlines

•
Continuously improve training program to train and get new team members up-to-speed quickly

•
Oversee and continuously refine a library of process and procedural documentation

•
Demonstrate commitment to our core competencies of being authentic, curious, creative, empathetic and outcome oriented

Qualifications

•
8+ years of experience in account management, implementations or operations in the benefits industry

•
Previous experience leading and coaching a team

•
Excellent problem-solving, critical thinking, and communication skills.

•
Comfort working in a dynamic, evolving environment with multiple priorities and stakeholders.

•
An obsession with hitting deadlines and making sure work is delivered on-time

•
Excellent written and verbal communication skills

Preferred:

•
Experience in a high-growth, fast-paced, and evolving environment.

•
Significant work experience in health insurance, healthcare, or operations.

•
Extensive experience in process improvement, program management, and leading teams.

A Little More About Us:

• We know healthcare. Our company was founded and is still led by industry veterans who have started and grown several market-leading companies in the space.

• We have raised money from top tier investors who share the same long-term vision as we do of building an industry defining company that will endure over the long run. We are well capitalized.

• Our clients love us. Customer satisfaction rates among employees using Gravie health plans consistently rank above 80% – nearly 40 points above the industry average.

• Our culture is unique. We tend to be non-hierarchical, merit-driven, opinionated but kind people who thrive working in a high-performance, fast-paced environment. People at Gravie care deeply about making a positive impact in the lives of the people we serve. We may not be the right place for everybody, but if you get energized by doing work every day that focuses on putting consumers at the front of the line, we could be a great place for you. It takes unique people and diverse perspectives to deliver our results. We encourage you to be your authentic self – we like you that way.