Director

Responsibilities 

• Discovery & current-state mapping: Lead sessions with business owners, operations leads, and SMEs to document workflows, handoffs, SLAs/SLOs, systems, and bottlenecks across domains. 

• Target-state design (AI-enabled): Reimagine intake, routing, decisioning, and exception handling using Symphony’s agents, cues, and automations; define policies, guardrails, and human-in-the-loop checkpoints. 

• Product solutioning & requirements translation: Translate market/client needs, workflow gaps, and demo feedback into clear product requirements, use cases, feature asks, and solution hypotheses; partner with Product to inform roadmap priorities, MVP scope, and reusable accelerators. 

• Demo ownership & storytelling: Build and deliver persona-based demos; Adapt live to client policies, data constraints, and KPIs. 

• Scenario & environment prep: Create demo scripts, sandbox data, sample policies/rules, and outcome overlays (cycle time, accuracy/quality, cost avoidance, FTE hours saved, CSAT/NPS). 

• Value framing: Translate operational improvements into business outcomes with clear baselines, target metrics, and proof (throughput, first-pass decisions, rework/appeals reduction, compliance posture). 

• Cross-functional product orchestration: Partner with Product, FDE/Implementation, AI Engineering, Clinical SMEs, and Technical Pre-Sales to align demos, workflows, and pilot paths with shipped capabilities, roadmap direction, and client-specific requirements. 

• Playbooks & enablement: Publish reusable workflows, demo narratives, and objection-handling guides; enable Sales/Pre-Sales on domain-specific storylines and assets. 

• RFP/POC support: Own the functional sections of proposals; define acceptance criteria and success metrics for POCs/pilots; support findings and executive readouts. 

• Compliance & governance alignment: Ensure designs reflect relevant policy, auditability, security/privacy expectations, and operational controls for regulated environments. 

• Feedback to roadmap & product strategy: Convert market, stakeholder, and clinical/operational feedback into clear asks for Product, including UX improvements, workflow configuration, rules/policies, integrations, accelerators, and AI-enabled capabilities. 

• Clinical workflow alignment: Ensure solution designs reflect practical CM/UM workflows, clinical documentation needs, care team roles, utilization review processes, and appropriate clinical decision-support guardrails. 

Qualifications:  

• 6–10 years in product solutioning, solution consulting, product management, or operations transformation, with experience supporting client-facing demos, workshops, discovery, and product/solution strategy. 

• Clinical background preferred, including RN, BSN, or equivalent clinical experience, with hands-on exposure to Care Management, Utilization Management, Population Health, Prior Authorization, or payer/provider clinical operations. 

• Proven ability to map current→target workflows, design AI/automation-enabled journeys (routing, decisioning, exception handling), and define guardrails/human-in-the-loop. 

• Strong demo presence and live adaptation skills; clear, outcome-first communication with operations, IT, and executive stakeholders. 

• Ability to translate client and market needs into product-ready artifacts, including use cases, workflow requirements, acceptance criteria, demo scenarios, pilot success metrics, and roadmap inputs. 

• Fluency in metrics and value framing (throughput/cycle time, first-pass decisions/accuracy, rework reduction, cost avoidance, SLA/SLOs, CX/CSAT/NPS). 

• Experience preparing demo environments (scripts, sandbox data, rules/policies), plus crisp artifacts (process maps, target states, value pages). 

• Comfortable operating in regulated B2B contexts (privacy, security, auditability) and aligning designs to governance/compliance expectations. 

• Collaborative, structured problem solver; partners tightly with Product, FDE/Implementation, AI Engineering, and Sales/Pre-Sales. 

• Nice to have: Healthcare exposure strongly preferred, especially in UM/CM/PHM, prior authorization, care coordination, payer/provider operations, interoperability concepts such as FHIR/HL7, EHR/claims/vendor experience, or hands-on experience with AI-assisted clinical/operational workflows. 

• Willingness to travel for key workshops and conferences as needed.