Director of Technical Implementation

ABOUT LEAP Leap is one of the fastest-growing benefits solutions and a category-defining pioneer in employer specialty pharmacy. We are reshaping how life-changing therapies are delivered and financed, ensuring patients get the treatment they need while employers finally get a fair deal. Specialty drugs and infusions represent nearly 10% of all healthcare spend and are the fastest-growing cost category for employers. Leap tackles this challenge with a novel approach: eliminating hidden markups, expanding access to high-quality infusion providers, and bringing clarity and fairness to how therapies are priced and paid for. We’re proud to partner with numerous Fortune 500 companies and leading TPAs. Each patient we serve creates immediate ROI: lower costs, improved access, and better care. Join us as we redefine what’s possible in specialty care. ABOUT THE ROLE Leap is hiring a Director of Technical Implementation to lead client onboarding and the technical implementation team end-to-end. You'll own a large book of mid-market and enterprise implementations (about 80 in flight today). Most are vendor-facing with TPAs, health plans, and carriers, with some direct client work. You'll set how implementations get done at Leap, including standards, playbooks, staffing, and quality. You'll also stay hands-on when launches get complicated, working closely with Engineering, Client Success, and Finance to get clients live on time and accurately. This is a remote-friendly leadership role reporting to the SVP of Client Operations & Success. Our team works in a fast-changing environment, shares direct feedback across functions, and builds process as we grow. WHAT YOU'LL DO - Build, manage, and develop the technical implementation team, including Senior Technical Implementation Managers, with clear ownership across the book of work - Coach the team on delivery quality and on when to escalate versus resolve independently, and plan capacity and staffing as implementation volume grows - Design the team's operating rhythm, including standups, escalation paths, and a regular feedback loop for surfacing and clearing roadblocks - Build visibility into every implementation's status, so it's clear where delays are coming from, including our own team, without relying on any one person tracking threads - Own end-to-end delivery across a large concurrent portfolio of mid-market and enterprise implementations, from requirements through go-live - Drive on-time, accurate launches across eligibility, claims, and prior authorization file setup, SFTP connections, and platform configuration - Lead remediation when an implementation goes off track, including root cause analysis, stakeholder communication, and fix validation - Standardize implementation processes, SOPs, and documentation so launches stay repeatable as volume grows, and strengthen QA of configurations and file processes to protect data integrity - Partner with Engineering to reduce manual work across file processing, data ingestion, and reporting - Serve as the senior owner for TPA, health plan, and carrier partners throughout onboarding, translating requirements into solutions that hold up across many similar launches - Partner with Finance on carrier billing setup, and with Client Success on clean handoffs after go-live - Responsible for creating the best client profiles for the highest engagement by driving the right decisions for client launch - Experience working with highly customized benefit plans - carve outs, mandatory programs and incentive driven plans. WHAT YOU BRING - 8+ years in technical implementation, technical operations, or SaaS delivery, with 3+ years managing a team of senior or principal-level individual contributors - Experience working in a start up environment or working at a start up pace - Understand payors and how to partner with payors on data and clinical integrations - Experience designing team processes, escalation paths, or tracking systems that gave leaders clear visibility across a large portfolio of implementations - Startup or growth-stage experience, including building implementation processes, SOPs, or playbooks from scratch and adjusting quickly as priorities shift - Experience running multiple implementations at the same time through go-live, with ownership of timelines and delivery quality - Strong project management skills - Ability to drive escalations at the right time - Manage data feeds quality and quantity via dashboards - Healthcare implementation expertise, including hands-on work with eligibility and claims files, SFTP, and TPA, health plan, or carrier partners - Hands-on experience owning file and integration setup and troubleshooting file or data issues (this is not a deep analytics or engineering role) - Experience leading the remediation of an implementation that went off track, including escalation and stakeholder communication - Experience communicating implementation status, risks, and technical requirements to both technical and non-technical stakeholders NICE TO HAVE - Experience managing 20+ simultaneous implementations - Background at a TPA, health plan, carrier, or healthcare consulting firm that included hands-on implementation work - Experience as a people leader who also personally owned complex or escalated implementations At Leap, we’re building an outlier company with real impact — and that takes focus, energy, and commitment. If that excites you, we’d love to hear from you. Leap is an equal opportunity employer and welcomes applicants from all backgrounds. We’re committed to building a team that reflects a diversity of perspectives, experiences, and identities.