Head of Technical Implementation & Onboarding

leap; Seattle (WA); Remote; USD 150,000 - 190,000; Full time

Job summary

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, set standards and playbooks, and stay hands-on when launches get complex, collaborating with Engineering, Client Success, and Finance to go-live on time.

This remote-friendly leadership role reports to the SVP of Client Operations & Success.

Qualifications

• 8+ years in technical implementation, operations, or SaaS delivery, with leadership experience.
• Experience designing team processes, escalation paths, or tracking systems.
• Startup or growth-stage experience building SOPs or playbooks from scratch.
• Experience running multiple implementations through go-live with timelines and quality ownership.
• Healthcare implementation expertise including eligibility and claims files, SFTP, or carrier partners.
• Hands-on experience owning file and integration setup and troubleshooting data issues.
• Experience leading remediation of off-track implementations with escalation.
• Ability to communicate status, risks, and requirements to technical and non-technical stakeholders.

Responsibilities

• Build, manage, and develop the technical implementation team with clear ownership across the book of work.
• Coach the team on delivery quality and staffing as volume grows.
• Design the team's operating rhythm with stand-ups and escalation paths.
• Create visibility into implementation status and delays across teams.
• Own end-to-end delivery across a large portfolio from requirements to go-live.
• Drive on-time launches across file setup, SFTP connections, and platform configuration.
• Lead remediation when implementations go off track with root cause analysis.
• Standardize processes, SOPs, and documentation to keep launches repeatable.
• Partner with Engineering to reduce manual work in file processing and data ingestion.
• Collaborate with Finance and Client Success on onboarding handoffs.

Skills

Leadership

Stakeholder communication

Project management

SaaS delivery

Tools

SFTP

File processing

Job description

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, set standards and playbooks, and stay hands-on when launches get complex, collaborating with Engineering, Client Success, and Finance to go-live on time.

This remote-friendly leadership role reports to the SVP of Client Operations & Success.