Director, Safety Delivery
Qualtrics · Chicago, Illinois, United States
About this role
**Director, Safety Delivery** **Why We Have This Role** As the Director, Safety Delivery, you will provide strategic and operational leadership for the implementation, ongoing support, customer success, and optimization of the Safety & Reliability portfolio. You will lead a multidisciplinary organization guiding healthcare clients through the entire customer lifecycle—from go-live to long-term value realization—driving seamless adoption across solutions like the High Reliability Platform (HRP) and Patient Safety Organization (PSO) services. **How You’ll Find Success** - **Strategic & Operational Leadership:** Establish scalable delivery methodologies, performance metrics, and resource allocation across implementation, support, and success. - **Enterprise Implementation Excellence:** Oversee complex, multi-site software deployments aligned to scope, timeline, and client readiness. - **Value & Adoption Champion:** Drive long-term platform utilization and measurable client outcomes through post-go-live optimization. - **Healthcare Domain Mastery:** Apply patient safety, high-reliability principles, and healthcare operations to guide configurations and workflows. - **Executive Influencer & Escalation Leader:** Partner with C-suite client leaders, Sales, Product Management, and Engineering to align growth with client outcomes. **How You’ll Grow** - Lead and shape the strategic direction of a high-impact healthcare SaaS delivery organization. - Build executive-level relationships across major healthcare systems and enterprise accounts. - Partner with Product and Engineering leadership to influence roadmaps, technical configurations, and feature enhancements. - Scale cross-functional operations across implementation, customer success, technical support, and domain optimization. **Things You’ll Do** - **Direct Full-Lifecycle Operations:** Lead implementation, support, and customer success functions within Safety Delivery. - **Oversee Enterprise Implementation:** Lead teams defining software configuration, workflow design, testing, and go-live readiness. - **Drive Client Adoption & Retention:** Create optimization frameworks and roadmaps to ensure deep utilization, executive reviews, and measurable ROI. - **Manage Team Capacity & Performance:** Direct staffing, workload distribution, and capacity planning; coach and develop managers and team leads. - **Resolve Critical Escalations:** Serve as the executive point of contact for complex delivery challenges. **What We’re Looking For On Your Resume** - **8–10+ years** of progressive experience in healthcare technology, SaaS delivery, software implementation, or healthcare safety/quality leadership. - Proven leadership managing teams of managers or team leads across multidisciplinary functions. - Experience overseeing complex enterprise software implementations and ongoing customer success operations. - Bachelor’s degree in Healthcare Administration, Nursing, Business Administration, Information Systems, Healthcare Quality, or related field. - Experience with **Patient Safety Organizations (PSO)**, **High Reliability Organizations (HRO)**, risk management, or clinical safety software is preferred. **What You Should Know About This Team** - **Mission-Driven Delivery:** Improve healthcare quality, patient safety, and operational reliability. - **Cross-Functional Synergy:** Work closely with Sales, Product, Engineering, and Consulting for cohesive client support. - **Continuous Innovation:** Colla
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