Director, Implementation

Opening for DIRECTOR OF IMPLEMENTATION 

Are you passionate about turning new client partnerships into operational success? We are seeking a strategic and execution-focused leader to drive the seamless transition from signed client commitments to scalable service delivery. 

In this role, you will serve as the critical link between Sales, Client Success, Operations, Technology, and Workforce teams, ensuring implementation plans are tailored to each client's unique needs and executed with precision. By establishing scalable onboarding practices, proactively managing risks, and accelerating time to value, you will play a pivotal role in delivering exceptional client experiences and setting the foundation for long-term account success.

Location: Makati Circuit 

Work Setup: Onsite

Work Schedule: Night shift 

• Establish implementation strategies and governance structures that align launch execution with client objectives and organizational readiness.
• Assess implementation complexity and determine the appropriate engagement and ownership model in partnership with Account Management and Client Success leadership.
• Lead implementation planning across technical enablement, operational activation, workforce readiness, and client onboarding activities.
• Partner with technology and operational leaders early in implementation cycles to identify technical dependencies, integration requirements, and launch risks.
• Coordinate with workforce and operational teams to align recruiting, hiring, training, and staffing readiness to implementation milestones.
• Facilitate executive-level implementation governance forums, launch reviews, and decision-making checkpoints.
• Provide strategic oversight of implementation execution while flexing direct involvement based on account team capability and program needs.
• Develop, maintain, and evolve implementation playbooks, standards, templates, and readiness frameworks that support scalable growth.
• Establish implementation reporting and executive dashboards that provide visibility into status, risks, milestones, and launch confidence.
• Drive continuous improvement initiatives that strengthen onboarding effectiveness, reduce implementation cycle time, and improve client experience.
• Partner with Client Success leadership to design structured transition approaches that ensure continuity into long-term account ownership.

• Bachelor’s degree in Business Administration, Healthcare Administration, Project Management, Operations Management, Communications, or related field.
• Minimum 8+ years of progressive experience leading client implementations, onboarding functions, operational launches, client success, delivery management, or enterprise transformation initiatives.
• Demonstrated experience leading complex, cross-functional implementations with multiple workstreams, dependencies, and executive stakeholders.
• Experience designing implementation governance models, operating frameworks, onboarding methodologies, or service transition approaches.
• Proven ability to influence senior leaders and align teams across Sales, Operations, Technology, Workforce, and Client Success functions without direct authority.
• Experience balancing strategic oversight with variable levels of execution involvement depending on team capability and program complexity.
• Strong executive communication and stakeholder management skills with the ability to translate implementation risks into business decisions.
• Experience developing scalable processes, playbooks, dashboards, and implementation operating disciplines.
• Demonstrated ability to lead through ambiguity and drive outcomes in fast-paced growth environments.
• Advanced proficiency with Microsoft Office and project/program management platforms

Preferred

• Experience within healthcare services, healthcare operations, BPO, contact center, or client services environments.
• Experience leading enterprise onboarding, implementation governance, or operational transformation initiatives.
• Familiarity with CRM, implementation tracking, and operational planning platforms including Salesforce or equivalent systems.
• PMP, PgMP, Agile, Change Management, Lean, Six Sigma, or related certifications preferred.
• Experience establishing implementation centers of excellence, onboarding frameworks, or enterprise readiness practices.