Director of Insurance Solutions & Delivery

The opportunity

Own the customer journey from agreed scope through implementation, adoption and ongoing value. Be the senior operational contact who can lead an insurer engagement, understand claims workflows and translate customer needs into executable plans. This is a working delivery role: you will personally lead discovery, produce plans, resolve obstacles and keep commitments visible.

What you'll do

• Lead implementations. Define scope, milestones, dependencies, owners and acceptance criteria. Coordinate data onboarding, integration, configuration, testing, training and production readiness.
• Translate insurer workflows. Understand claims, SIU and operations processes and convert business needs into actionable requirements for AI and engineering teams.
• Own delivery commitments. Confirm technical feasibility and capacity before agreeing dates. Maintain risk and decision logs, address blockers early and manage scope changes transparently.
• Build trusted customer relationships. Lead status meetings and senior escalations. Explain issues clearly, present options and keep business and technology stakeholders aligned.
• Establish customer support. Set intake, severity, escalation and closure practices. Direct the Client Support & Solutions Analyst when hired, while engineering and AI specialists own technical resolution.
• Drive adoption and value. Agree useful baselines, adoption goals and operational measures; lead business reviews and provide evidence for renewals and expansion with Sales.
• Create repeatable delivery. Build onboarding playbooks and reusable documentation. Coordinate approved data access, security reviews and releases with technical owners, preserving insurer authority over final claim decisions.

What you bring

• 8+ years in insurance technology delivery, consulting, solutions or enterprise customer success, with direct ownership of complex insurer implementations.
• Strong knowledge of U.S. carrier claims operations and the ability to speak credibly with claims, SIU, technology and executive stakeholders.
• Technical fluency in data integration, APIs, enterprise software, testing and production readiness; able to investigate delivery issues without needing to be the primary developer.
• Demonstrated scope control, proactive escalation, customer communication and problem-solving across distributed technical teams.
• A hands-on ownership mindset: able to write requirements, run working sessions, maintain plans and drive decisions rather than only supervise others.

Also valued

• Medicare Supplement, health insurance, FWA, payment integrity or claims-administration experience.
• Familiarity with claims transactions such as 837/835 and the operational use of risk scores and investigation findings.
• Experience coordinating enterprise security and privacy reviews, approved data-access restrictions and AI-enabled implementations.

Your first 90 days

1. First 30 daysAssess active customer commitments and workflows; establish owners, risks and a clear plan for each implementation.
2. By 60 daysPut a standard onboarding and acceptance process into use, including support intake, escalation and customer communications.
3. By 90 daysDemonstrate reliable milestone management, adoption tracking and customer value reviews, with an actionable plan for remaining delivery risks.

How success is measured

Time to first usable results and production, milestone reliability, adoption, customer confidence, issue resolution and evidence-based value realization.

How you work with the team

Sales owns commercial terms and renewals. This role owns delivery and customer outcomes. Engineering owns architecture and platform reliability; AI leadership owns model quality. Internal project coordination supports delivery but does not replace customer accountability.

What to send

Include a resume and examples of insurer implementations you personally led. Be prepared to present an implementation plan and respond to a scenario involving a data delay, integration blocker and senior customer escalation.