Job Description

Position SummaryThe Director of Implementation is responsible for leading the successful onboarding of new customer partnerships and strategic initiatives at Mom's Meals, ensuring timely, high-quality execution that aligns with organizational goals. This role will own the end-to-end implementation process, from scoping and planning through execution, stabilization, and transition into long-term program management. The Director will also oversee the Implementation and Sales Support team, ensuring alignment between pre-sales activities, customer onboarding, and long-term program success. This is a highly cross-functional leadership role requiring strong project and program management expertise, exceptional communication skills, and the ability to build trusted relationships with customers and internal stakeholders alike.Position Responsibilities may include, but not limited to + Lead the planning, execution, and delivery of customer implementations, including new health plan, government, and community-based partnerships + Define implementation strategy, scope, success measures, resource plans, timelines, and risk management plans + Serve as the primary point of accountability for implementation outcomes, ensuring alignment with customer expectations and organizational objectives + Partner with internal teams (Operations, IT, Finance, Sales, Customer Success, Clinical, etc.) to deliver seamless and scalable implementations + Facilitate executive-level steering committees and provide transparent status reporting on milestones, issues, and risks + Develop and continuously improve implementation frameworks, playbooks, and best practices to increase efficiency and scalability + Collaborate with business development and product teams to identify and address customer demands that require new products or changes to existing products + Manage and mentor the Implementation and Sales Support team, fostering a culture of accountability, collaboration, and professional growth + Align team priorities with organizational goals, ensuring smooth coordination between sales, implementation, and customer success functions + Build team capacity and capabilities to support growing business demand, including hiring, training, and development of staff + Set and monitor individual and team performance metrics, ensuring high-quality delivery and continuous improvement + Serve as an escalation point for customer and internal issues during pre-sales and implementation + Transition implemented programs into steady-state operations while maintaining oversight of performance, customer satisfaction, and contractual commitments + Establish governance structures and performance dashboards to track ongoing program success, identify risks, and resolve escalations + Manage long-term strategic programs or enterprise-wide initiatives beyond initial implementation, ensuring delivery of sustained value + Collaborate with Customer Success and Account Management teams to identify growth opportunities within existing programs + Drive continuous improvement initiatives in partnership with operational leaders to enhance program quality, scalability, and member experience + Lead program reviews with customers and internal leadership to ensure accountability to program goals, KPIs, and compliance requirements Required Skills and Experience + Bachelor's degree in Business, Healthcare Administration, Operations, or related field + 10+ years of experience in program/project management, implementation, or customer delivery roles, with at least 5 years in a leadership capacity + Proven track record of successfully managing complex, enterprise-level implementations in healthcare, food-as-medicine, or related industries + Experience managing and developing high-performing teams, with a focus on implementation and/or sales support functions + Strong knowledge of program governance, performance measurement, and change management best practices + Exceptional communication, facilitation, and stakeholder management skills across technical and non-technical teams + Ability to thrive in a fast-paced, growth-oriented environment and balance strategic thinking with executional detail + Leadership & Influence: Inspire and motivate cross-functional teams and direct reports to deliver results + Strategic Thinking: Balance short-term execution with long-term vision and scalability + Customer-Centric Mindset: Champion customer satisfaction and long-term relationship success + Operational Excellence: Drive continuous improvement in processes, systems, and delivery models + Team Development: Build talent pipelines and support career development within the team + Adaptability: Comfortable navigating ambiguity and change in a rapidly evolving industry Preferred Skills and Experience + Master's degree Physical Requirements + Repetitive motions that include the wrists, hands and/or fingers + Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods + Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus

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