Implementation Manager

Job Description

Job Description

The Implementation Manager is responsible for the end-to-end project management, ownership, and accountability of system implementations, system integrations, platform implementations, portal implementations, and technology-enabled business solutions across the organization. This is a “hybrid” position combinig the roles of Project Manager, Systems/Implementation Subject Matter Expert (SME), and Technical Project Support, requiring both strong project management capabilities and required technical expertise to understand and coordinate system architecture, integrations, interfaces, data flows, system dependencies, defects, and technical requirements.

Responsibilities

• Ensures flawless execution of systems projects, upgrades, and/or maintenance during stabilization period to maximize system availability and ensure timely escalation and resolution of outages, performance, or capacity issues, in coordination with vendors and the IT/BI department.

• Own the end-to-end implementation and drive the integrated project plan, deliverables, deadlines, decisions, issue escalation, and overall implementation readiness to completion, while technical work may be performed by IT, BI, vendors, or other subject matter experts.

• Monitors system performance and end-user experience.

• Establish implementation strategies, project structures, timelines, milestones, dependencies, deliverables, and governance.

• Coordinate business, operational, technical, and vendor requirements for system implementations and integrations.

• Document and obtain approval of business requirements and future-state operational workflows before system configuration begins, including formal Operations sign-off on what will be implemented.

• Maintain requirements traceability from approved business requirements and workflows through configuration, testing, UAT, defect resolution, and final business acceptance.

• Ensure that system implementations and integrations meet defined business, technical, operational, quality, and performance requirements.

• Develop the overall implementation strategy and project approach for system implementations and integration initiatives.

• Develop detailed project plans, work breakdown structures, milestones, dependencies, resource requirements, and implementation schedules.

• Own and maintain the integrated project plan and remain accountable for driving milestones, deliverables, deadlines, dependencies, decisions, risks, and escalations through completion.

• Participate in integration design discussions, technical validation, testing, defect resolution, and deployment planning.

• Develop and own the UAT plan, including scope, schedule, roles, entry and exit criteria, required business participants, and completion expectations.

• Ensure adequate UAT test cases and end-to-end scenarios are documented, executed, and traceable to approved business requirements and future-state workflows.

• Track UAT completion and defects, document results, coordinate resolution and retesting, and obtain formal business sign-off before go-live.

• Establish formal go/no-go criteria and present implementation readiness, outstanding risks, critical open items, mitigation plans, and recommendations to project decision-makers before deployment.

• Obtain documented business and operational go-live approval in accordance with established project governance.

• Coordinate go-live activities, issue escalation, communication, and contingency plans.

• Provide hands-on project coordination and technical support during implementation and go-live.

• Lead the post-go-live stabilization period for newly implemented systems and integrations.

• Lead project management activities for system enhancements, integration enhancements, workflow changes, portal improvements, and functionality upgrades.

• Coordinate requirements gathering, impact assessments, prioritization, testing, deployment, and post-implementation validation.

• KPIs will include, as applicable: projects and milestones delivered on time; UAT completion and sign-off; critical defects open at go-live; stabilization duration; ticket aging and resolution performance; user adoption/readiness; and completion of operational handoff.

Requirements:

• Bachelor's Degree in Technology Administration, Business Administration, Engineering, or a related area.

• A minimum of 5 years supporting technology systems, projects, and end-users in a medium- to large-scale organization, preferably with multiple business/product lines.

• Healthcare experience preferred, particularly in specialty pharmacy, pharmacy or healthcare operations, claims, patient management systems, or other regulated healthcare environments.

• PMP or another recognized project management certification preferred.

• Ability to coordinate, negotiate with, and engage various stakeholders across various business units.

• Computer proficient in all Microsoft Office applications and prior use of project management/tracking tools such as Asana. Experience with process mapping/documentation tools such as Visio is also preferred.

• Excellent written and oral communication skills in English and Spanish.

***Equal Opportunity Employer M/F/V/D***