Aligned Solutions: Senior Director of Customer Onboarding

Aligned Solutions is seeking a Senior Director of Customer Onboarding for our nationwide client. This is a fully remote role that does require some travel. For additional information, please visit our website www.alignedtogether.com

The Senior Director of Customer Onboarding is a key leadership position responsible for leading the seamless onboarding and integration of new programs. This role focuses on exceptional customer engagement and operational excellence throughout the onboarding process.

The Senior Director acts as an informal leader across onboarding team members, setting strategy, championing process changes, and driving improvements.

• Oversee the execution of ~10 customer onboarding programs, ensuring strategic and operational goals are met.

• Act as a primary liaison between company and client organizations, ensuring clear communication and effective problem-solving throughout the onboarding process.

• Lead efforts to meet the organization’s goal of reducing the average Time to Onboard (TTO) to less than 180 days.

• Collaborate with clinical and multidisciplinary teams to implement effective staffing strategies and risk management processes.

• Manage contract negotiations and comprehensive customer relationships throughout the onboarding journey.

• Champion continuous improvement in the onboarding process to enhance customer satisfaction and operational effectiveness.

• Provide comprehensive status updates and report directly to senior leadership on the progress and challenges of assigned programs.

• Set strategic goals for the customer success team, ensuring alignment with company’s broader objectives and driving initiatives that enhance customer onboarding processes.

• Lead the development and implementation of innovative strategies and processes that improve the customer onboarding experience and reduce time to onboard.

• Engage with senior stakeholders and participate in strategic discussions to advocate for customer needs and ensure resources are appropriately allocated to support onboarding activities.

• Serve as an informal leader and subject matter resource to fellow Directors of Customer Onboarding.

• Capable of operating nearly independent as an operational leader, requiring minimal oversight from Vice President of Operations

• Holds themselves to a high standard of collaboration, demonstrated leadership, and financial acumen.

Essential Skills/Credentials/Experience/Education

• Passion for customer experience, relationship management and program implementation.

• 5 years+ proven track record in managing complex customer onboarding processes or similar leadership experience within the healthcare/medical services industry.

• Strong strategic thinking and leadership skills, with the ability to work effectively as an individual contributor.

• Excellent communication and negotiation skills, with a demonstrated ability to manage key stakeholder relationships.

• Requires interpersonal skills to be able to interact effectively with all levels of hospital staff, medical staff, patients, governmental and other external agencies, members of the general public in sensitive, delicate and/or complex situations. Must be able to make effective presentations before a variety of internal and external audiences.

• Ability to thrive in a fast-paced environment.

• Experience in process improvement, negotiations, and risk management.

• Bachelor’s degree in Business, Healthcare Administration, or a related field; Master’s degree preferred. 

Preferred Skills/Credentials/Experience/Education

• Preferred experience physician practice management experience.

• Strong computer skills, extensive experience in Word, Excel & PowerPoint.

• Preferred understanding of medical terminology.

• Knowledge of relevant state and federal healthcare regulations.

 Travel Demands: Moderate to extensive air and land travel (35%+) between corporate headquarters and client locations.