Implementation Manager

About the Company

We’re a healthcare technology company using AI to help healthcare and community organizations identify people’s needs and connect them with appropriate care and social services. Our platform supports empathetic outreach across voice, SMS, and email in multiple languages and dialects.

Location · United States. Hybrid for employees based in New York, with in-office work at our NYC office. Remote elsewhere in the US.

Your Responsibilities

In every role, you’ll be expected to apply sound judgment and critical thinking to solve complex problems, adapt as the business evolves, and explore new approaches and technologies with the rigor to challenge the results. Responsibilities include:

• Serve as a senior implementation and solutions advisor to enterprise healthcare clients, including health systems, FQHCs and community health centers, Medicaid health plans, and CBOs. Bring expertise across the member outreach lifecycle—from discovery and workflow design through configuration, UAT, launch, hypercare, reporting, and post-launch analysis—to shape practical deployment and operating strategies.
• Lead discovery and solution design across care and outreach workflows, data, platform configuration, controls, and governance. Translate clinical and operational requirements into scalable solutions and implementation roadmaps with clear priorities, dependencies, and risks.
• Lead complex implementations from kickoff through configuration, testing, adoption, hypercare, and transition to Customer Success and ongoing operations. Establish governance and coordinate execution across Product, Engineering, Data, Tech Ops, Implementation, and client clinical and operations teams.
• Own timelines, milestones, dependencies, risks, and status reporting to keep delivery on track.
• Partner with Product Management, Engineering, and DevOps to translate client needs and market insights into product priorities, identify opportunities for automation and agentic capabilities, and develop solutions that can be reused across implementations.
• Own senior client relationships throughout engagements. Align stakeholders on scope, priorities, outcomes, and key decisions, and partner with Account Management, Sales, Product, and Customer Success on solution positioning, onboarding, and longer-term expansion.
• Keep internal and external stakeholders aligned on project status, decisions, and next steps.
• Build implementation capabilities through reusable methodologies, playbooks, user guides, and templates. Share domain expertise and best practices, and coach colleagues across multidisciplinary teams.
• Lead through influence, establish clear accountability, and support continuous improvement. Identify appropriate uses of AI and automation while maintaining strong governance, controls, and quality standards.

Your Experience

• 7+ years of relevant experience across healthcare technology, digital health, care or revenue-cycle operations, product management, or technology and implementation transformation, including leadership of complex initiatives.
• Deep knowledge of the member outreach and care enablement lifecycle, including workflow design, platform configuration, UAT, launch, and post-launch monitoring. Examples include Medicaid or Medi-Cal recertification, PCP alignment, SDOH screening and referrals, and member outreach and appointment booking.
• Excellent written and verbal communication skills, with the ability to simplify complex clinical, operational, and technology concepts for senior audiences.
• Proven presentation and platform demo expertise, delivering polished, client-friendly sessions that support effective kickoffs and build confidence with enterprise clients.
• Experience designing and leading complex technology implementations or platform rollouts. This includes operational workflows, data models and file exchange such as SFTP and member data, systems integration such as telephony, e-signature, and reporting, controls, and operating model design.
• A track record of leading cross-functional initiatives from discovery and solution design through implementation, launch, and adoption, working across Product, Engineering, Data, Operations, and client clinical and operational teams.
• Experience advising senior executives and client stakeholders, navigating ambiguity and competing priorities, and applying commercial judgment to make practical, outcome-oriented decisions.
• Familiarity with healthcare workflows and standards such as Medicaid or Medi-Cal, SDOH, EHR or Epic, and HIPAA is preferred. Familiarity with enterprise tools such as Twilio, DocuSign, and reporting or BI platforms is also preferred.
• An undergraduate degree or equivalent professional experience is expected. Relevant postgraduate study or professional qualifications are beneficial.
• Experience in a growth-stage technology startup is strongly preferred, ideally including building implementation or cross-functional capabilities from the ground up.

Your Qualities

• Versatile, moving easily between high-level strategy and hands-on execution.
• Steady and clear in ambiguous, fast-changing situations.
• Analytical and data-driven, with a sharp eye for detail.
• A natural builder who creates the processes and structure a growing company needs.
• Takes ownership and acts decisively, including with incomplete information.
• Skilled at balancing competing priorities and delivering on tight timelines.
• Resourceful, finding practical ways to deliver with limited resources.
• Collaborative and hands-on, willing to take on any task that moves the team forward.
• Motivated to improve members’ access to care and community resources.

Benefits

• Compensation of $90,000–$115,000, plus equity.
• Medical, dental, and vision coverage.
• Remote work elsewhere in the US. Employees based in New York work hybrid from the NYC office.
• Unlimited paid time off.
• Growth opportunities as the company scales.