• responsible for the overall operation of multiple accounts or a significant multi-site account normally generating $100M+ in revenue • galvanizing a team under a common growth and operations platform • drive improvement in operational efficiency, revenue, margin, and client retention for each account in the overall portfolio • ensure the organization is delivering operational excellence • identifying innovative and creative services and solutions to expand on our clients' requirements • develop and maintain the overall strategy, priorities and direction for operations within the area

• Monitor and evaluate our operational processes and outputs to ensure they meet the established quality standards • Become our operations subject matter experts • Maintain all of the process and policy docs • Perform routine process audits • Analyze quality data to determine root causes preventing operational excellence • Collect and review procedural documents and training documents for each process • Revise existing procedures or create those that are needed for each process • Track Instructions and checklists for procedures within each process that can be used for training existing and new employees • Create audit process to audit process flow and standards to process documentation • Process & track measurables to show performance to standards established • Create a Dashboard for employees to review measurables and reports on process performance against the standards

• Plan, model and execute functional and integration tests on Web, Mobile, API and batch systems. • Define and implement functional testing strategies, ensuring requirements coverage. • Develop and maintain test scenarios and test cases, aligned with agile methodologies (Scrum, Kanban, BDD, TDD). • Document and map service transactions, application flows and critical routines. • Create and manage test data sets for functional testing. • Support user acceptance testing activities with users and business areas. • Analyze and log defects, creating a known-error repository. • Produce specialized reports for test execution and monitoring. • Work in banking automation labs, validating interfaces, self-service channels and critical applications.

Role Description Galileo is seeking a Director, Implementation to lead our implementation and eligibility functions. In this high-impact leadership role, you will be the architect of the systems, processes, and playbooks required to launch complex partnerships at scale. You will act as the critical bridge between Sales and Client Services, ensuring that the promises made during the commercial process are translated into operational reality. You will partner closely with a number of internal teams, including Product, Clinical, Revenue Cycle Management, and Insights. This is a business operations and client-facing leadership role focused on launching healthcare delivery and health plan partnerships, not an internal IT software deployment role. This role will also be responsible for evolving Galileo’s implementation function to scale through automation, data, and emerging AI capabilities, reducing manual effort, accelerating time-to-launch, and improving overall client experience. Managing a diverse portfolio that includes Health Plans, Health Systems, Employers, Marketplaces, Federal and SLED (State, Local, and Education) clients, you will navigate a demanding sales pipeline to drive growth across multiple lines of business. This is a remote position, reporting into our VP, Commercial and Client Operations. Responsibilities - Strategic Leadership and Scaling - Define and execute implementation playbooks that ensure repeatable, high-quality client launches across all clients. - Build a scalable, automation-first implementation model that enables growth without linear headcount increases. - Lead the handoff process between Sales (pre-contract) and Client Services (post-launch), ensuring continuity and alignment with multiple internal teams. - Partner with Sales during active deal stages to flag implementation risks, inform go-live timelines, and influence client decisions including off-cycle launches. - Bring a systems-thinking approach that connects Sales, Operations, Data, and Engineering into a cohesive operating model supporting long-term client success. - Manage and develop your team, holding shared accountability for a portfolio of 20+ annual launches. - Eligibility and Data Management - Own end-to-end implementation for large-scale clients (20k+ lives), including behavioral health, pediatrics, on-site popups, FFS structures, and health plan integrations. - Define and maintain eligibility and roster management processes across client types, including real-time eligibility gating, file-based roster management, and member offboarding. - Oversee the business logic and operational standards for client eligibility and roster management (including EDI/834 workflows), partnering with technical teams who handle the underlying engineering. - Identify and implement automation opportunities across the implementation lifecycle to reduce manual effort and improve accuracy. - Explore and apply AI-driven solutions where appropriate, data validation, file processing, anomaly detection, to improve efficiency and scalability. - Lead translation of complex client data needs into technical requirements, ensuring data quality across clinical and billing systems. - Own and maintain comprehensive documentation for all implementation workflows. - Analytics and Pipeline Visibility - Build and deliver real-time visibility into the implementation pipeline, including timelines, risks, dependencies, and project health. - Migrate implementation tracking from Google Drive into Salesforce, establishing pipeline visibility and capacity planning infrastructure. - Build and own a standard reporting suite (internal and client-facing) tracking implementation milestones, enrollment metrics, and data integrity. - Partner with Data teams to create scalable analytics that support operational decision-making, forecasting, and continuous improvement. - Define and track key success metrics: time-to-launch, data quality, and implementation performance. - Client Relationship and Execution - Serve as the strategic front-line lead for partner stakeholders, providing high-touch guidance through technical integrations and onboarding for virtual and community-based delivery models. - Act as the bridge from the initial sales cycle to operational reality, professionalizing the concierge experience while deepening the trust established by Sales. - Integrate Client Services account teams early during implementation to facilitate a seamless transition to long-term account management. - Operate with the mindset that long-term client success and renewal begin during implementation. Qualifications - 7+ years leading complex technical implementations within the healthcare ecosystem (Payer, Provider, or Health Tech). - A proven track record implementing for Health Plans, Health Systems, Employers, and/or SLED clients, including accounts at 20k+ lives scale. - Experience managing 20+ concurrent implementations across mixed lines of business and/or complexities (e.g. global). - Deep understanding of healthcare data exchange (HL7, FHIR, EDI) and the nuances of managing eligibility and reporting files. - Hands-on eligibility file management experience: roster ingestion, member gating, and offboarding. - CRM experience used for implementation tracking, pipeline management, and reporting (Salesforce preferred). - Experience designing and implementing automation solutions within operational workflows. - Familiarity with AI applications in business operations, with an ability to identify practical use cases. - Proficiency building or refining dashboards (Tableau, Looker, Power BI) and project management tooling. - Experience managing at least one direct report; track record building and developing teams preferred. - Exceptional external client-facing skills, with the ability to influence senior-level stakeholders. - A player-coach mentality: equally comfortable at the strategic level and rolling up your sleeves to solve immediate partner roadblocks. - PMP, CPHIMS, or equivalent professional certification a plus. Benefits - Medical / Dental / Vision insurance. - Flexible Spending Account. - Health Savings Account + match. - Company paid STD/LTD, AD&D, and Life insurance. - Paid Family Leave. - 401K + match. - Paid Time Off.