Senior Director, Customer Delivery

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).