Job Summary

The Sr. Director of Implementation should own the strategy, execution, and continuous improvement of converting business won into operational success - driving faster revenue capture, superior onboarding experiences, scalable processes, and long-term customer retention.
Strategic Focus Areas:
• Technology & platform optimization. Drive adoption of a single, unified onboarding platform to accelerate implementation and reduce errors. Enhancing the onboarding experience through technology and automation by streamlining cross functional workflows into DDI with our business system teams.
• End-to-end customer onboarding excellence optimize the full implementation journey from bid to signed agreement through go live and beyond first order; operationalize contract wins into successful go lives that build retention & compliance across the business with applicable teams.
• Implementation as a revenue & retention engine. Position implementation as a commercial lever, not a back-office function. Reduce time to first order, faster activation of new accounts, improve contract realization (what was sold vs. what is live), drive early-stage customer satisfaction and retention.

Job Description

MAJOR RESPONSIBILITIES

Define and lead the long-term strategic vision for the Implementation function within Sales Operations, ensuring alignment with enterprise growth objectives, customer retention goals, and commercial priorities.

Provide executive leadership over all customer onboarding, implementation, and transition activities, ensuring scalable processes that support new business wins, conversions, acquisitions, and strategic account expansions.

Oversee a leadership team consisting of Directors, Senior Managers, and Product Ownership resources responsible for implementation execution, business readiness, and systems enablement.

Lead the strategy to create one universal onboarding platform that standardizes and simplifies the customer implementation experience.

Enhance stakeholder integration into DDI through automated workflows, digital intake, task management, milestone visibility, and self-service tools.

Drive adoption and optimization of CRM, CPI, MPower and other internal platforms throughout the implementation process in partnership with Business Systems and Product teams.

Publish enterprise-wide implementation standards, governance models, KPIs, SLAs, and performance dashboards to drive consistency, accountability, and continuous improvement.

Partner with Sales Leadership, IDN/Corporate Accounts, Operations, Supply Chain, Customer Service, IT,  Finance, and Marketing to ensure seamless execution of customer implementations and go-live readiness.

Lead transformation initiatives that modernize onboarding workflows, automate manual processes, and enhance the customer and sales rep experience through technology and analytics.

Own executive escalation management for high-profile implementations, complex customer transitions, and cross-functional risks impacting revenue realization or customer satisfaction.

Develop workforce strategy, succession planning, and leadership capability across the Implementation organization to support future growth and organizational scalability.

Provide executive reporting to senior commercial leadership on implementation pipeline health, onboarding capacity, project milestones, customer experience metrics, and operational performance.

Champion a culture of accountability, service excellence, innovation, and proactive partnership with Sales and customers.

Evaluate organizational design and resource allocation to ensure the team can support enterprise priorities while maintaining service levels.

 

MINIMUM JOB REQUIREMENTS

Education

Bachelor’s degree in a business-related field.

Certification / Licensure

None required.

Work Experience

At least 8 years of sales/client service experience.

At least 4 years of experience managing people, including hiring, developing, motivating and directing people as they work.

Knowledge / Skills / Abilities

Experience with project management (for example: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).

Experience controlling and coordinating concurrent projects, competing priorities and critical deadlines.

Experience understanding customer needs/priorities.

Experience developing and delivering presentations to various audience levels within, and external to, an organization.

Experience with project management (for example: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).

Position requires travel up to 35% of the time for business purposes (within state and out of state).

Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

The anticipated salary range for this position:

$177,000.00 - $266,000.00 Annual

The actual salary will vary based on applicant’s location, education, experience, skills, and abilities. This role is bonus and/or incentive eligible. Medline will not pay less than the applicable minimum wage or salary threshold.

Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions, paid time off, as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp. For a more comprehensive list of our benefits please click here.

We’re dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page here.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.