Director, Professional Services & Business Consulting

Description

You will lead the company's client-facing consulting group from end to end. It covers Business Consulting, Technical Consulting and the Configuration Practice, and supports Utilization Management, Care Management, Pharmacy Management, and Complaints, Appeals and Grievances work. You report to the CTO and own solution direction across the customer lifecycle, the consistency of consulting delivery, and the financial results of the function, including billable utilization and consulting services revenue.

This is a senior leadership role. You will manage people and results, grow a strong team of subject matter experts, own the Consulting QA SOP and delivery standards, set up structured handoffs from Product to Professional Services, and keep moving the team toward AI-assisted work so people spend less time on manual tasks and more time on customer engagement, requirements, and solution delivery.

Responsibilities

• Lead the Business Consulting, Technical Consulting and Configuration Practice teams, including hiring, onboarding, coaching, performance management, capacity planning and role coverage.
• Turn the existing organization and its processes into a high-performing group with deep clinical, functional and technical skill, and keep engagements on schedule and on budget.
• Set and track the function's OKRs and KPIs. Drive improvement through retrospectives, root-cause analysis, structured upskilling, cross-training and knowledge sharing.
• Build and run the cross-training program and curriculum so more consulting staff are certified to deliver both functional and technical services, which gives the team more flexibility in allocation.
• Own consulting services revenue and billable utilization targets. Forecast, track and report results monthly, and manage staffing and allocation to keep utilization healthy.
• Work with Sales, Account Management and Delivery on scoping, SOWs and staffing models for professional services engagements and funded work.
• Own the Consulting QA SOP and enforce compliance through governance audits and coaching. Make sure test cases and pass/fail results are documented on every applicable Service Request, and extend QA into a Technical QA SOP.
• Set and enforce delivery standards, playbooks and reusable configuration assets that make engagements higher quality, faster and more repeatable.
• Guide solution direction throughout the customer lifecycle by turning customer requirements into scalable, secure and maintainable configurations and technical solutions.
• Act as a senior, trusted technical advisor on solution capabilities, best practices, interoperability standards and emerging technologies. Lead key customer meetings and manage expectations.
• Build structured handoff playbooks so 100% of new product offerings move from Product into Professional Services with clear ownership, documentation and readiness criteria.
• Find, assess and roll out approved AI-assisted tools for the team's most frequent repetitive work, such as test-case generation, validation tracking and documentation, to cut manual hours and improve quality.
• Make sure AI and tool use meets requirements for data privacy, security and auditability. Train the team on approved tools and track adoption.
• Own the consulting organization's employee engagement results. Keep survey participation high, act on the top themes, and help the company reach its engagement targets.

Requirements

• 7+ years in technical or solution consulting, systems integration, or software implementation in healthcare technology, including 3+ years leading and developing teams.
• Healthcare payer, care management or population health experience (preferred, strongly).
• Proven ownership of a professional services P&L or of utilization and revenue targets, and of client-facing delivery quality at scale.
• Strong SQL and relational database skills.
• Experience with REST and SOAP web services, XML and JSON, and healthcare interoperability standards including HL7 FHIR, X12 and EDI.
• Familiarity with enterprise security such as SSO, SSL/TLS, OAuth 2.0 and OpenID Connect.
• Familiarity with cloud platforms, AWS preferred.
• Familiarity with AI, Generative AI and LLM-enabled technologies applied to delivery work.
• Working knowledge of enterprise care management configuration across UM, CM, Pharmacy and CAG.
• Proven people leadership in a fast-paced, multi-client setting, including hiring, coaching, performance management and building subject matter expert depth.
• Strong analytical, problem-solving and communication skills. You can explain technical ideas to technical and non-technical audiences and represent the company credibly to senior client stakeholders.
• A track record of setting standards, QA discipline and repeatable delivery playbooks, and of leading change, including AI adoption, across a team.
• A bachelor's degree in Computer Science, Information Systems, a healthcare field or a related discipline is preferred. Equivalent education and experience will be considered.

Conditions

This is a hybrid role based in Tampa, FL. You will work EST hours and support customers across all U.S. time zones.

Travel of up to 30% to client locations is required.

Benefits

• Medical, dental and vision plans for full-time employees.
• 401(k) with a generous company match.
• Generous paid time off and holiday policy.
• Benefits begin on the first day of the month after you start.
• Reimbursement opportunities for exercise and health club costs.
• Monthly reimbursement opportunities for dependent care.
• Short- and long-term disability coverage.
• Basic term life and AD&D insurance.