Director, Professional Services & Business Consulting

The Director Professional Services & Business Consulting Team leads MHKs client-facing consulting organization end to end - spanning Business Consulting Technical Consulting and the Configuration Practice - across Utilization Management Care Management Pharmacy Management and Complaints Appeals & Grievances. Reporting directly to the CTO the Director owns solution direction throughout the customer lifecycle the quality and consistency of consulting delivery and the commercial performance of the function (billable utilization and consulting services revenue).

This is a senior leadership role accountable for managing both people and outcomes: building and developing a high-performing team of subject matter experts owning the Consulting QA SOP and delivery standards operationalizing structured hand-offs from Product to Professional Services and continuously evolving the teams use of AI - shifting time away from manual execution and toward higher-value customer engagement requirements gathering and solution delivery.

Position Responsibilities:

Function Leadership & Team Development

• Lead the Business Consulting Technical Consulting and Configuration Practice teams; own hiring onboarding coaching performance management capacity planning and role coverage.

• Transform existing organization and processes into a high-performing organization with deep clinical functional and technical expertise and ensure consistent on-schedule/on budget delivery across engagements.

• Set and manage the functions OKRs/KPIs; drive continuous improvement through retrospectives root-cause analysis structured upskilling cross-training and knowledge-sharing.

• Own the functional-plus-technical cross-training program and curriculum so a growing share of consulting resources are certified to deliver both service types improving allocation flexibility.

Commercial Performance & Utilization

• Own consulting services revenue and billable utilization targets; forecast track and report performance monthly and manage staffing and allocation to sustain healthy utilization.

• Partner with Sales Account Management and Delivery on scoping SOWs and staffing models for professional-services engagements and funded work.

Delivery Quality & the Consulting QA SOP

• Own the Consulting QA SOP; drive functional QA-SOP compliance through governance audits and coaching with test cases and pass/fail results documented on every applicable Service Request and extend QA to a Technical QA SOP.

• Establish and enforce delivery standards playbooks and reusable configuration assets that improve quality timeliness and repeatability across engagements.

Solution Direction & Customer Engagement

• Provide solution direction throughout the customer lifecycle translating customer requirements into scalable secure maintainable configurations and technical solutions.

• Serve as a senior trusted technical advisor to customers on solution capabilities best practices interoperability standards and emerging technologies; lead key customer meetings and manage expectations.

Product-to-Professional-Services Hand-off

• Operationalize structured hand-off playbooks so 100% of new product offerings transition cleanly from Product into Professional Services with clear ownership documentation and readiness criteria.

AI-Enabled Delivery Transformation

• Identify evaluate and deploy approved AI-assisted tooling for the teams highest-volume repetitive work - test-case generation validation tracking and documentation - to reduce manual execution hours while improving quality.

• Ensure compliant use of AI and tooling (data privacy security auditability); train the team on approved tools and monitor adoption.

Organizational Health

• Own the consulting orgs employee-engagement results - sustaining high survey participation and executing action plans against the top themes - contributing to company engagement targets.

Position Skill Requirements:

• 7 years in technical/solution consulting systems integration or software implementation in healthcare technology including 3 years leading and developing teams; healthcare payer care management or population health experience strongly preferred.

• Demonstrated ownership of a professional-services P&L or utilization/revenue targets and of client-facing delivery quality at scale.

• Strong SQL and relational database skills; experience with REST/SOAP web services XML/JSON and healthcare interoperability standards (HL7 FHIR X12 EDI).

• Familiarity with enterprise security (SSO SSL/TLS OAuth 2.0 OpenID Connect) cloud platforms (AWS preferred) and AI/Generative AI/LLM-enabled technologies applied to delivery work.

• Working knowledge of enterprise care management configuration across UM CM Pharmacy and CAG.

• Proven people leadership - hiring coaching performance management and building SME depth - in a fast-paced multi-client environment.

• Strong analytical problem-solving and communication skills; able to translate technical concepts for technical and non-technical audiences and to represent MHK credibly to senior client stakeholders.

• Track record of establishing standards QA discipline and repeatable delivery playbooks and of driving change (including AI adoption) across a team.

Education/Certification Requirements:

• Bachelors degree in Computer Science Information Systems a healthcare field or related discipline preferred; equivalent combination of education and experience considered.

Additional Requirements:

• The prospective employee will need to pass a background check and drug screening.
• Up to 30% travel to client locations.
• Based in Tampa FL; must work EST hours with flexibility to support customers across all U.S. time zones.

At MHK we help health plans and pharmacy benefit managers deliver optimal care management across every members health journey. We do this through state-of-the-art technology that provides critical insights from member enrollment and maintenance through every stage of care and compliance. We believe that long-term partnerships are built on trust. Our team members are expected to build trusted advisory relationships - with MHK clients and one another - through responsive transparent communication while honoring commitments and tying that trust to outcomes.

Benefits Snapshot:

• Medical vision and dental plans for full time employees

• 401(k) offered with a generous match

• Benefits begin on first day of the month following employment

• Exercise/Health Club reimbursement opportunity

• Monthly dependent care reimbursementopportunity

• Short Term and Long-Term disability

• Basic Term Life and AD&D Insurance

• Generous Paid Time Off and Holiday Schedule

EQUAL OPPORTUNITY EMPLOYER - VETERANS/DISABLED.