Director, Professional Services & Business Consulting

Hearst · Tampa

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The Director, Professional Services & Business Consulting Team leads MHK's 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 team's 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 function's 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 team's 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 org's 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:

• Bachelor's 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 member’s 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 reimbursement opportunity 

• 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.  

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