4651-Associate Director - Implementation Engineering Operations

About The Role:
This is a strategy-and-operations role, not a reporting role. The Associate Director, Delivery Operations sets the big-picture direction for how delivery runs — building the processes, models, and cadences that Implementation Engineering leadership and other delivery owners use day to day. The role facilitates and enables; it doesn't own the accountable outcomes itself, and it doesn't own report production — it owns making sure the right communication reaches the right stakeholders.
A Day in the Life:
Work with Implementation Engineering leadership to ensure every active implementation has a live, credible milestone plan and forecast, and set the standard for how forecast accuracy (planned vs. actual) is tracked
Ensure account health ratings are backed by real, current evidence — usage, milestones, escalations, customer sentiment — rather than optimism or stale data
Build and maintain capacity models that map delivery demand against available resources by role, skill, and geography; run scenario planning (lean / balanced / high-touch) to inform hiring and staffing decisions; flag capacity risk early
Ensure a working change-control process exists for scope expansion on active accounts, with every change documented with rationale and impact
Define go-live readiness criteria together with Implementation Engineering leadership and ensure they're applied consistently; own the escalation path when readiness is contested
Ensure cost-to-serve is tracked at the account and portfolio level and that the numbers reconcile, partnering with Finance
Ensure every red or at-risk account has a real recovery plan with named owners and dates, built jointly with Implementation Engineering leadership rather than assembled after the fact
Ensure customer-owned and Innovaccer-owned dependencies are clearly and honestly separated in account plans, so blockers aren't hidden behind ambiguous ownership
Identify manual, repetitive delivery workflows that are candidates for automation or agentification, and partner with Engineering / Implementation Automation to design, pilot, and scale AI agents that reduce manual effort — tracking adoption and impact against a stated business case
Ensure leadership always has a real-time, trusted view of delivery health, capacity, and risk by directing what needs to be communicated and to whom — facilitating leadership reviews and driving decisions, not just relaying status
Partner with Legal, Security, and Finance on delivery-related risk areas such as contractual SOW commitments and data governance obligations
What You Need
8-12 years of experience in delivery operations, implementation management, program/PMO, or business operations within B2B SaaS or enterprise software, ideally in a technical delivery environment
Demonstrated experience building and running capacity models, resource plans, or staffing scenarios tied to demand forecasts
Hands-on experience identifying and driving automation or AI-agent adoption in operational workflows — not just conceptual familiarity
Strong analytical skills — comfortable in Excel/Sheets, SQL, or BI tools to interpret delivery data and dashboards and translate them into decisions
Excellent stakeholder management and communication skills across Implementation Engineering, Engineering, Product, Finance, Customer Success, and C-Suite
Strong business acumen and judgment to prioritize, structure ambiguous problems, and drive them to closure independently, with low tolerance for unverified numbers or assumptions presented as fact
MBA from a premier B-school (IIM, ISB, or equivalent) preferred

Work arrangement
No