Director, Implementation Services

Position Summary

The Director of Implementation Services is the onsite operational leader for all STERIS-delivered SPD Ready services, driving excellence in sterile processing support, back table performance, customer satisfaction, and team execution. Serving as the primary point of accountability, this role leads and develops Perioperative Readiness Specialists (PRS) and other SPD Ready staff, ensuring consistent service delivery, operational efficiency, and adherence to defined performance standards.

Working at the intersection of perioperative care and operational innovation, the Director partners with clinical teams and broader sterile processing initiatives to translate data, processes, and best practices into exceptional outcomes. This highly visible leadership role is critical to optimizing OR readiness, strengthening customer partnerships, and advancing service excellence across healthcare environments.

This is a home-based position with up to 75% nationwide, overnight travel required.

What you will do as Director, Implementation Services:

• Lead and develop a high-performing Implementation Services team through coaching, performance evaluations, training, competency development, and ongoing career growth opportunities.
• Drive successful customer implementations by assigning resources, balancing workloads, and ensuring projects are delivered on time and aligned with customer and business objectives.
• Serve as the primary escalation point for customer implementation issues, proactively gathering customer feedback and driving continuous improvement initiatives.
• Oversee team operations and workforce planning, including staffing, PTO approvals, expense management, travel coordination, and vendor credentialing support.
• Provide strategic leadership by participating in customer and internal meetings, contributing to departmental initiatives, and collaborating with cross-functional leaders across the organization.
• Foster a culture of collaboration and accountability by leading regular team and project manager meetings, documenting key actions, and promoting effective communication.
• Support employee success through monthly project reviews, goal setting, prioritization guidance, and ongoing mentoring to enhance individual and team performance.
• Ensure compliance with company policies, procedures, and quality standards while promoting operational excellence throughout the implementation process.
• Maintain strong communication with senior leadership by providing regular updates, escalating critical customer or personnel concerns, and supporting strategic decision-making.
• Prepare and deliver operational and performance reports that provide insights into team activities, implementation progress, and overall business performance.

What you will do as Director, Implementation Services, continued:

• Develop, enhance, and maintain implementation tools, templates, and standard work to support efficient project execution and an exceptional customer experience.
• Identify opportunities for process improvement and ensure all implementation resources, documentation, and tools are current, accessible, and aligned with business needs.
• Oversee implementation team operational tools, including time-tracking processes, and provide guidance to ensure consistent and effective utilization.
• Partner with Sales, Digital Workforce Solutions, and other cross-functional teams to ensure seamless customer handoffs, successful project execution, and alignment with organizational objectives.
• Support the development and execution of metrics-driven goals that advance Implementation Services priorities and company-wide initiatives.
• Collaborate with product and technology teams to document product enhancements, identify process improvements, and provide implementation expertise for standard and non-standard projects.
• Coordinate onboarding, training, administrative processes, and customer education initiatives to support team effectiveness and customer success.
• Serve as Project Manager for implementation projects as needed, leading activities from planning through successful completion.
• Maintain accurate records and documentation to support operational excellence and organizational compliance.
• Lead and contribute to special projects and strategic initiatives that support business growth, operational improvement, and customer satisfaction.

The Experience, Skills, and Abilities required:

Required:

• Bachelor's degree 
• 3+ years of experience managing industrial and clinical processes, including creating, reading, and interpreting reporting documentation
• 3+ years of experience managing direct reports, including leadership and development
• CCSVP or equivalent certification 
• Associate must satisfy customer-specific vaccination or medical testing requirements (e.g., TB test, Hepatitis B vaccination, etc.) 
• Associate must possess a valid U.S. driver's license and a TSA-approved ID

Preferred: 

• Master's degree and/or PMP certification
• Experience building, tracking, analyzing, reporting, and presenting metrics such as productivity, quality management, and process management
• Excellent project management and communication skills