Director, Engagement Lead

Summary

The Engagement Lead is responsible for leading complex client implementation initiatives through global delivery networks, with a focus on quality, consistency, accountability, and successful client outcomes. This role oversees delivery of implementation programs in accordance with contractual commitments and approved scope, schedule, budget, and quality expectations. The Engagement Lead provides executive-level client partnership, decisive delivery leadership, and cross-functional coordination across complex environments, including highly regulated Medicaid Enterprise programs.

Your role in our mission

• Lead complex client implementation engagements from initiation through go-live and stabilization, ensuring delivery commitments are met within approved scope, schedule, budget, and quality expectations.
• Apply and reinforce the company’s delivery model, governance practices, and implementation standards while identifying opportunities to improve delivery performance and client outcomes.
• Serve as the single point of accountability for DDI program outcomes, including delivery scope, schedule, budget, quality, governance, risk management, and executive decision-making.
• Build and sustain trusted senior-level client relationships through transparent communication, proactive issue resolution, and alignment to strategic business objectives.
• Lead clients and delivery teams through complex changes, competing priorities, and delivery uncertainty while maintaining focus on program objectives and client confidence.
• Oversee implementation delivery across Business Services and IT Services, coordinating internal teams, client teams, product, engineering, operations, and third-party partners to meet program commitments.
• Establish and lead program governance, including client kickoff activities, recurring client status meetings, executive steering updates, delivery excellence forums, RAID management, dependency tracking, and decision documentation.
• Act as the senior delivery escalation point for client and internal leadership, driving timely resolution of risks, issues, blockers, and decisions that may affect scope, schedule, budget, quality, or contractual obligations.
• Lead cross-functional delivery meetings to align priorities, manage interdependencies, address uncertainty, and hold teams accountable for milestone achievement, deliverable quality, and issue resolution.
• Review and approve program schedules, staffing plans, financial forecasts, executive dashboards, client and internal status reports, and corrective action plans to provide accurate visibility into delivery health.
• Ensure proposed program changes include comprehensive impact analysis across scope, schedule, budget, resources, operations, technology, contractual obligations, and client commitments before approval or escalation.
• Drive readiness for major implementation milestones, including kickoff, design, build, test, conversion, deployment, operational readiness, go-live, and stabilization.

What we're looking for

• Master’s degree preferred, or equivalent combination of education, experience, and leadership success.
• 15 or more years of related experience in client delivery, program leadership, systems implementation, or technology services.
• 5 or more years of supervisory, management, or senior delivery leadership experience.
• Experience leading client delivery for Medicaid Enterprise programs (e.g., MMIS, MES, Eligibility, or related Medicaid programs) or similar Federal or State Programs, including work with state agencies and complex regulatory environments.
• Experience managing program budgets, staffing forecasts, delivery plans, financial performance, risk mitigation, dependency management, and corrective action plans.
• Proven ability to lead cross-functional teams across implementation, product, engineering, operations, PMO, finance, and third-party partners.
• Strong executive presence with the ability to communicate program status, risks, decisions, tradeoffs, and support needs to client and internal senior leadership.
• Demonstrated ability to lead through ambiguity, manage competing priorities, and operate as the point of accountability in high-visibility client situations.

What you should expect in this role

• This position is 100% remote with up to 15% travel annually.

This posting is intended for pipelining. We will accept applications on an ongoing basis.