Senior Director, Customer Delivery

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

Overview

The Senior Director, Customer Delivery leads multiple managers and cross-functional delivery teams responsible for the implementation and ongoing success of Inovalon products and services across a portfolio of customer programs. This role sets delivery strategy, establishes governance and scalable processes, and is accountable for outcomes including customer satisfaction, contractual delivery, quality, and portfolio margin. The Senior Director partners closely with Project/Program Management, Product, Engineering, Sales, Finance, and client executive stakeholders to prioritize, plan, and deliver against business objectives. The Senior Director also drives continuous improvement and standardization of delivery methods, tooling, and reporting.

Scope & Impact

• Own portfolio-level delivery performance and customer outcomes across the ScriptMed product line and adjacent offerings;

• Define and manage delivery operating mechanisms (planning, risk/issue management, change control, readiness, hypercare) and ensure auditability and compliance;

• Lead organizational design, workforce planning, and succession for a multi-team delivery organization; coach Directors/Senior Managers and develop next-generation leaders;

• Partner with Product and Engineering on delivery readiness, release management, and customer adoption; align technical and delivery roadmaps;

• Set and track OKRs and KPIs for reliability, quality, velocity, financials, and customer experience.

Key Responsibilities

• Strategy & Planning: Translate business strategy into delivery portfolios and executable program plans; own prioritization and capacity planning across teams.

• Delivery Excellence: Establish and enforce delivery standards, playbooks, and templates; ensure projects meet scope, schedule, budget, and quality commitments.

• Executive Stakeholder Management: Build trusted relationships with client executives and internal leaders; communicate status, risks, and decisions crisply and proactively.

• Financial Management: Own portfolio budgets and forecasts; drive productivity and margin improvement through standardization and automation.

• Talent & Culture: Hire, develop, and retain diverse, high-performing teams; promote a culture of accountability, inclusivity, and continuous improvement.

• Risk, Compliance & Security: Ensure adherence to security, privacy (including HIPAA), and regulatory requirements; partner with Compliance and InfoSec.

• Metrics: Define and review dashboards for delivery health, customer satisfaction, and financial performance; take corrective action based on insights.

Minimum Qualifications

• 12+ years of relevant experience in customer delivery, professional services, or large-scale implementations; 6+ years leading managers and multi-team organizations;

• Proven track record delivering complex, multi-million-dollar, multi-year programs for enterprise customers with high satisfaction and financial performance;

• Demonstrated expertise in portfolio/program management, delivery governance, and change management in a SaaS or healthcare technology context;

• Executive communication and negotiation skills; adept at influencing across Product, Engineering, Sales, and Finance;

• Strong analytical skills and data-driven decision-making; proficiency with delivery toolsets and analytics.

Preferred Qualifications

• Experience with pharmacy benefits, specialty pharmacy, or payer/provider workflows and regulations;

• Background in standardizing implementation playbooks and scaling delivery operations across multiple customers and regions;

• Certifications (e.g., PMP, PgMP, SAFe, Prosci) are a plus.

Education

BA/BS degree required; advanced degree or equivalent experience preferred.

Physical Demands and Work Environment

• Sedentary work (i.e., sitting for long periods of time);

• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;

• Frequently or constantly lifting/carrying/pushing/pulling objects and repetitive motions;

• Subject to inside environmental conditions; and

• Travel up to 20% (adjust as needed for business requirements).

Inovalon Offers a Competitive Salary and Benefits Package

In addition to the base compensation, this position may be eligible for performance-based incentives.

The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Inovalon invests in associates to help them stay healthy, save for long-term financial goals, and manage the demands of work and personal commitments. That’s why Inovalon offers a valuable benefits package with a wide range of choices to meet associate needs, which may include health insurance, life insurance, company-paid disability, 401k, 18+ days of paid time off, and more.

Base Compensation Range
$170,900—$227,900 USD

This position is not eligible for immigration sponsorship (e.g. H-1B, TN, or E-3). Applicants must be authorized to work in the United States as a condition of employment. (This is only applicable for US-based positions)

If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply. Inovalon is most interested in finding the best candidate for the job, and you may be just the right person for this or other roles.

By embracing inclusion, we enhance our work environment and drive business success. Inovalon strives to provide equal opportunities to the communities where we operate and to our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.

Inovalon is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.

To review the legal requirements, including all labor law posters, please visit this link

To review the California Consumer Privacy Statement: Disclosures for California Residents, please visit this link