Galileo
healthcare
Director,Implementation&ClientOperations
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“Director, Implementation & Client Operations at Galileo. Skills: Implementation, Client Operations, Process Management, Automation. Define and execute implementation playbooks. Build scalable, automation-first implementation model”
What You'll Achieve.
Improve the quality and affordability of health care; Improve population health; Transform society by solving our largest, toughest healthcare problems; Bring patient and provider closer; Launch complex partnerships at scale; Ensure promises made during commercial process are translated into operational reality; Ensure repeatable, high-quality client launches; Enable growth without linear headcount increases; Ensure continuity and alignment with multiple internal teams; Inform go-live timelines; Influence client decisions; Support long-term client success; Reduce manual effort; Accelerate time-to-launch; Improve overall client experience; Drive growth across multiple lines of business; Improve accuracy; Improve efficiency and scalability; Ensuring data quality across clinical and billing systems; Establish pipeline visibility and capacity planning infrastructure; Support operational decision-making, forecasting, and continuous improvement; Provide high-touch guidance through technical integrations and onboarding; Professionalize the concierge experience; Deepen the trust established by Sales; Facilitate a seamless transition to long-term account management; Ensure long-term client success and renewal
Industry & Context.
Systems-thinking approach; Identify and implement automation opportunities; Identify opportunities to standardize reporting; Move workflows into CRM; Establish benchmarks that shape capacity planning and deal pricing
What They're Looking For.
Must Have
7+ years leading complex technical implementations within the healthcare ecosystem, 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, Deep understanding of healthcare data exchange (HL7, FHIR, EDI), Hands-on eligibility file management experience: roster ingestion, member gating, and offboarding, CRM experience used for implementation tracking, pipeline management, and reporting, Experience designing and implementing automation solutions within operational workflows, Familiarity with AI applications in business operations, Proficiency building or refining dashboards (Tableau, Looker, Power BI) and project management tooling, Experience managing at least one direct track record building and developing teams, Exceptional external client-facing skills, with the ability to influence senior-level stakeholders, Player-coach mentality
Nice to Have
Salesforce preferred, PMP, CPHIMS, or equivalent professional certification a plus
What You'll Do.
Define and execute implementation playbooks
automation-first implementation model
Lead handoff process between Sales and Client Services
Partner with Sales during active deal stages
Manage and develop your team
Own end-to-end implementation for large-scale clients
Define and maintain eligibility and roster management processes
Oversee business logic and operational standards
Identify and implement automation opportunities
Explore and apply AI-driven solutions
Lead translation of complex client data needs
Build and deliver real-time visibility into implementation pipeline
Migrate implementation tracking into Salesforce
Build and own standard reporting suite
Define and track key success metrics
Serve as strategic front-line lead for partner stakeholders
Act as bridge from sales cycle to operational reality
Integrate Client Services account teams early
How You'll Work.
Team & Collaboration
Partner closely with a number of internal teams, including Product, Clinical, Revenue Cycle Management, and Insights; Connect Sales, Operations, Data, and Engineering into a cohesive operating model; Partner with technical teams who handle underlying engineering; Partner with Data teams to create scalable analytics; Integrate Client Services account teams early during implementation
Communication Scope
Exceptional external client-facing skills; Ability to influence senior-level stakeholders
Process & Methodology
Manage 20+ concurrent implementations, Project management tooling
Full Job Description
About Us Galileo is a team-based medical practice working to improve the quality and affordability of health care for all. Operating across 50 states, Galileo offers high-touch, data-driven, multi-specialty, longitudinal care to diverse and complex patients—on the phone, in the home, and everywhere in between. Regional and national health plans, employers, and Fortune 500 organizations trust Galileo as the leading solution to improve population health. Founded by Dr. Tom X. Lee, the healthcare pioneer behind One Medical and Epocrates, Galileo is a team of leading innovators from healthcare, technology, and human-centered design. Our mission is to apply that talent and scientific thinking to transform society by solving our largest, toughest healthcare problems, while at the same time bringing patient and provider closer. About the Role 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 de
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