Paradigm is an accountable specialty care management organization focused on improving the lives of people with complex injuries and diagnoses. The company has been a pioneer in value-based care since 1991 and has an exceptional track record of generating the very best outcomes for patients, payers, and providers. Deep clinical expertise is the foundation for every part of Paradigm's business: risk-based clinical solutions, case management, specialty networks, home health, shared decision support, and payment integrity programs.

We're proud to be recognized—again! For the fourth year in a row, we've been certified by Great Place to Work®, and for the third consecutive year, we've earned a spot on Fortune's Best Workplaces in Health Care™ list. These honors reflect our unwavering commitment to fostering a positive, inclusive, and employee-centric culture where people thrive.

Watch this short video for a brief introduction to Paradigm.

The Senior Director Enterprise Client Implementation is a leadership role responsible for the successful delivery, quality, and scalability of enterprise client implementations across the organization. Reporting to the VP of Enterprise Client Implementation, this role provides strategic direction, operational and day to day oversight, and people leadership for a team of 46 direct reports at the Manager through Director level.

The Senior Director serves as the executive owner of the enterprise implementation lifecycle, ensuring alignment between Go to Market, Product, Operations and I.T., while driving a consistent, high-quality client onboarding and implementation experience. This leader establishes standards, governance, and continuous improvement practices to support company growth, client satisfaction, and operational efficiency.

DUTIES AND RESPONSIBILITIES:

Strategic Leadership & Governance

• Own and evolve the enterprise client implementation process, ensuring scalability, consistency, and alignment with organizational growth objectives.
• Establish implementation standards, methodologies, and best practices across all enterprise engagements.
• Act as escalation point for complex, high-risk, or high-visibility client implementations.
• Partner with the Vice President, Enterprise Client Implementation and other executive leadership to align implementation capacity, timelines, and investment with business priorities.
• Implementation Oversight
• Provide executive oversight for end-to-end enterprise client implementations from post-sale through transition to ongoing account management.
• Ensure accurate translation of client contractual, technical, and operational requirements into scalable implementation designs.
• Review and approve implementation scope, design documentation, timelines, and risk mitigation strategies.
• Ensure disciplined change control and governance throughout the implementation lifecycle.
• Monitor portfolio health, milestones, risks, and performance metrics across all implementations.

Cross-Functional Collaboration

• Serve as the primary enterprise implementation liaison with Sales, Product, Operations, Technology, and Compliance teams.
• Partner with Sales Leadership during late-stage pre-sale and post-award activities to assess implementation feasibility, risks, and timelines.
• Collaborate with Product and Technology teams to ensure implementation feedback informs product roadmap and enhancements.
• Ensure seamless handoff from implementation to post-implementation account and client success teams.

People & Talent Leadership

• Lead, mentor, and develop a team of 46 direct reports (Manager to Director level), fostering a high-performance, accountable culture.
• Build leadership capability across the implementation organization through coaching, succession planning, and talent development.
• Set clear performance expectations, objectives, and development plans for leadership team members.
• Ensure appropriate resourcing, workload balance, and organizational design to meet current and future demand.

Operational Excellence & Continuous Improvement

• Champion continuous improvement methodologies to reduce implementation timelines, increase efficiency, and enhance client experience.
• Establish and track KPIs related to implementation quality, speed, cost, risk, and client satisfaction.
• Oversee enterprise implementation tools, systems, and CRM capabilities that support end-to-end implementation management.
• Drive consistency in documentation, reporting, and knowledge management.
• Client & Executive Engagement
• Maintain executive-level client relationships during critical phases of enterprise implementations.
• Represent the implementation organization in executive client forums, QBRs, and governance meetings as needed.
• Ensure implementation deliverables meet or exceed client expectations and contractual commitments.

Risk Management & Compliance

• Ensure adherence to all company policies, security standards, and regulatory requirements throughout the implementation process.
• Proactively identify implementation risks and ensure mitigation strategies are developed and executed.

SUPERVISORY RESPONSIBILITIES:

• Mentor, train, and supervise team members directly and indirectly, review their work and provide effective constructive feedback to achieve their best performance and goal attainment
• Set the tone for a strong Enterprise culture and high employee engagement.
• Ensure all team members understand, are trained in, and comply with Paradigm's security requirements and policies.
• Ensure all team members have the minimum level of IT system access required to effectively complete their Paradigm responsibilities.

QUALIFICATION REQUIREMENTS:

• Bachelor's degree or equivalent professional experience required.
• Extensive experience leading large-scale, client-facing enterprise implementations, preferably within Workers' Compensation, healthcare, insurance, or regulated technology environments.
• Demonstrated success leading leaders (Managers and Directors) in complex, cross-functional organizations.
• Strong operational, analytical, and problem-solving skills with the ability to balance strategic vision and execution.
• Proven ability to influence senior stakeholders and executive clients.
• High level of proficiency with project management, CRM, and implementation oversight tools.
• Excellent written and verbal communication skills.
• Customer-focused, relationship-driven leadership style.
• Ability to travel up to 25% as required.