Director, Professional Services

Location: This position is located at our Dublin, OH campus.

Who we are

Founded in 1999 and headquartered in Central Ohio, we're a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we're on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost - that's why we call ourselves Healthcare Warriors.

We're committed to building diverse and inclusive teams - more than 2,000 of us and counting - so if you're excited about this position, we encourage you to apply - even if your experience doesn't match every requirement.

About the role

The Director of Professional Services will lead a team responsible for managing the intake, coordination, and workflow execution of all client-related data integration and custom technical work within the Enterprise Analytics & Professional Services department. This role will serve as a key operational leader, ensuring the team delivers high-quality, efficient, and scalable solutions to meet client and organizational needs primarily by clearly communicating and managing expectations and capabilities with our clients and internal teams responsible for delivery. The Director will provide strategic direction, foster collaboration with internal and external stakeholders, and drive continuous improvement in workflows and processes.

What you'll do (Essential Responsibilities)

* Strategic Leadership:

• Develop and execute the vision and strategy for the Professional Services team, aligning with organizational goals and priorities.
• Oversee all aspects of intake and coordination / workflow automation for client data integration, custom technical work, and technical contact vendor collaboration

* Team Management:

• Lead and mentor a team of Client Solution Architects (client- and prospect-facing technical contacts) and vendor-facing and healthcare technical specialists.
• Foster a collaborative and high-performing team culture that prioritizes technical excellence, communication and customer satisfaction.

* Operational Excellence:

• Ensure efficient intake processes for technical requests, including client onboarding related work, data integrations, Performance Guarantees, custom technical work and RFP responses.
• Collaborate with teams such as Data Engineering and Software Engineering to prioritize, plan, and execute technical work related to direct or indirect client requests
• Drive continuous improvement efforts to streamline workflows, reduce redundancies, and improve automation.

* Client and Vendor Engagement:

• Act as an initial escalation point for technical issues related to client and vendor integrations.
• Partner with Client Solution Architects to provide technical leadership and ensure client-specific needs are addressed effectively.

* Cross-Functional Collaboration:

• Coordinate with client engagement, sales, and other internal teams to align technical solutions with client and business needs.
• Serve as a liaison between technical teams and non-technical stakeholders to communicate requirements, progress, and outcomes.

* Reporting and Analytics:

• Monitor team performance, project milestones, and operational KPIs.
• Provide regular updates to senior leadership on team initiatives and outcomes.

* All other duties as assigned.

What you'll bring (Qualifications)

* Education: Bachelor's degree in Computer Science, Data Analytics, Business Administration, or a related field. Master's degree preferred.

* Experience:

• 10+ years of experience in technical services, data integration or software engineering, or analytics-related roles, with at least 5 years in leadership positions.
• Proven experience managing teams responsible for technical client implementations, data integration, or custom technical work.
• Familiarity with data systems, integrations, and workflows in healthcare industry

* Skills:

• Strong leadership and team management capabilities.
• Exceptional problem-solving and decision-making skills.
• Excellent communication skills with the ability to engage technical and non-technical stakeholders effectively.
• Expertise working with workflow management tools
• Commitment to fostering a culture of continuous improvement and innovation.

* Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.

* A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health's policies, values and ethics, and to protecting the sensitive data entrusted to us.

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