Job Description

The Manager, Implementation will provide functional and strategic leadership to a team of Implementation Managers, supporting direct, resold, and payer customers. This role focuses on creating positive first impressions and ensuring customer success, requiring cross-functional collaboration and strategic decision-making.

Responsibilities

• Oversee a team of Implementation Managers and their onboarding
• Serve as a leader and advocate for Implementation Manager development
• Provide escalation support for onboarding customers
• Ensure alignment with and meeting of team KPIs and reporting to leadership
• Support customer engagements (project kickoffs, workshops, etc.)
• Lead cross-functional collaboration for stakeholder alignment
• Serve as a thought leader for implementing new products/services
• Define and deploy effective implementation strategies
• Collaborate on scalable, automated processes for operational efficiency
• Oversee and mature customers' non-standard requirements into repeatable processes

Requirements

• Bachelor’s degree or higher
• 3+ years people management with a record of team retention and growth
• 5+ years of customer implementation/onboarding, customer success, or operations project/program management experience
• Ability to thrive in a fast-paced environment
• Ability to reconcile data from multiple sources
• Experience creating cross-functional PRD, SOP, or Playbooks
• Experience with CRM or Project Management tools (Salesforce, Smartsheet)
• Effective listener with creative problem-solving skills
• High integrity, organizational skills, attention to detail, humility, resourcefulness, ambition, professionalism, and a proactive approach
• Passion for transforming the U.S. healthcare system, especially mental health
• Willingness to travel (approx. 10%)

Benefits

• No benefits