4651-Associate Director - Implementation Engineering Operations

About this role

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.