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.

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