Director Professional Services

Cotiviti is seeking a results-driven professional services leader to lead, streamline and optimize all aspects of our Professional Services functions. This role will focus on streamlining operations, identifying opportunities for automation and efficiency, enhancing productivity and improving profitability, driving innovation in value-added services, and ensuring the smooth functioning of live production environments. The ideal candidate will have extensive experience in professional services, production operations management, strategic planning, and operational excellence and the healthcare solutions industry.

This role will be relied upon for creating and maintaining relationships with our customers, pre-sales and post-sales phases to ensure successful implementation of Edifecs solutions. This position will be responsible for initiating and taking ownership of all deliverables throughout the Software Delivery Lifecycle through production rollout. This role will deliver customer-facing, enterprise healthcare interoperability software solutions on time and deliver quality enterprise software solutions not only on schedule but that meet and exceed internal and consumer needs.

Build and lead Professional Services organization, while ensuring delivery of services & oversee day-to-day operations of the team.
• Oversee, monitor, and evaluate the team's performance to ensure increased customer satisfaction, profitability, productivity, and opportunities for further growth in the market.
• Monitor customer SLA performance and communicate actively with operations leaders and ensure that when needed, corrective actions are carried out in a timely manner.
• Work collaboratively with and influence other departments, especially Product, Sales and Customer Success, to promote customer satisfaction and achieve business unit and company goals
• Effectively communicate with all stakeholders project progress, milestones achieved, risks and roadblocks
• Proactively collect customer feedback on implementations, project management, etc and analyze the feedback
• Continuously improve and enhance the implementation methodology to drive efficiency and consistency

Project Level Responsibilities:

• Understand the product and solution being proposed/implemented and speak to the overall capabilities of the product and solution representing Edifecs
• Manage customer escalations and resolve at project level
• Manage typical project activities such as invoicing, status reporting, tracking SOW deliverables and ensuring contractual commitments are met
• Manage weekly burn rates and identify risks/areas for improvement/optimizations to avoid scope creep/project bleeding and raise flags with internal and external stakeholders pro-actively
• Coordinate with cross-functional teams to get support and provide feedback as needed
• Manage resource assignments and workplan for project
• Mentor other leads and PMs

Practice Level Responsibilities:

• Oversees and manages a portfolio of accounts/engagements/implementations from pre-sales to project closure/transition
• Manages multiple SOWs / Projects including SOW drafting and presenting to customers, Change Control negotiations directly with Customer
• Coordinates, partners with and supports the Sales/SC organization on new opportunities for new and existing accounts/customers
• Manages interactions with cross-functional teams to meet customer deliverable expectations
• Interacts with sales and pre-sales team to provide visibility into additional opportunities
• Handles customer escalations and prepares resolution action plan
• Manages and oversees direct reports
• Heads one or more implementation sub-practices aligned with a product line
• Manages customer relationships and sales opportunities
• Handles all negotiations with customer, pricing and sales team
• Encourages / mentors practice team to create and leverage best practices
• Partners with technical leads/architects to identify areas for improvement in terms of team capabilities, skillset and plans/manages execution of such initiative
• Manages all customer facing materials for presenting services overview at pre-sales and sales meetings
• Works independently with product line owners to strategize and align services to maximize Edifecs revenue + value to customers
• Manages forecasting, billing and resources to run business at a minimum of 60% margin

This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change.

• BA/BS degree in Computer Science or equivalent
• 10+ years of customer-facing experience in technical consulting, SaaS, implementations, or integration services.
• 5+ years of management experience leading professional services team
• Demonstrated ability to set directions for a medium to large-sized team
• Demonstrated ability to effectively manage P&L, costs, margins at an organization level
• Ability to build strong relationships across the clients' team and within Edifecs
• Demonstrated ability to influence internal and external leadership
• Demonstrated ability to participate in change management
• Demonstrated ability to understand and apply company policies and procedures.
• Strong analytical, prioritization, and collaboration skills in partnering with other internal groups
• Ability to communicate effectively and build rapport with team members and clients.
• Willing to travel > 50% regionally or national travel.
• Has domain expertise in appropriate practice area and can demonstrate/speak to key product and solution capabilities
• Proficiency in project management tools and methodologies (e.g., Agile, Scrum, Waterfall).
• PMP, Six Sigma, or similar certification is a plus.
• Strong analytical and problem-solving skills.
• Clear communication, with ability to document and explain complex technical concepts to stakeholders.
• Detail-oriented and highly organized, with a strong focus on data quality and compliance.
• Collaborative team player who can work across services, product, engineering, and business teams.

Cognitive/Mental Requirements

• Communicating with others to exchange information.
• Problem-solving and thinking critically.
• Completing tasks independently.
• Interpreting data.
• Making timely decisions in the context of a workflow.
• Maintaining focus.
• Assessing the accuracy, neatness and thoroughness of the work assigned.
• Learning new tasks and completing tasks in situations that have a speed or productivity quota.
• Remembering and adhering to processes and protocols.
• Applying established protocols in a timely manner

Physical Requirements and Working Conditions

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands and/or fingers
• Must be able to provide high-speed internet access / connectivity and office setup and maintenance.
• Must be able to provide a dedicated, secure work area.

Base compensation ranges from $150,000 to $180,000 per year. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs.

This role is eligible for discretionary bonus consideration.

Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.

Since this job will be based remotely, all interviews will be conducted virtually.

Date of posting: 11/24/2025

Applications are assessed on a rolling basis. We anticipate that the application window will close on 12/20/2025, but the application window may change depending on the volume of applications received or close immediately if a qualified candidate is selected.

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