Client Implementation Manager

Role Description

The Implementation Manager is responsible for leading end-to-end client implementations across Rightway's PBM and/or Navigation service lines. This role owns the full lifecycle from kickoff to successful transition into ongoing client success, driving timelines, coordinating cross-functional teams, managing client expectations, and ensuring every implementation is executed with precision and care.

As an Implementation Manager, you are often the first real experience a client has with what Rightway delivers. This means showing up prepared, communicating proactively, and solving problems before clients even know they exist. You will work closely with Client Success, Data Operations, Claims Operations, Navigation, and other internal teams to ensure every client launch feels seamless, even when it is not.

What You'll Do

• Project Planning and Execution:
  • Own end-to-end project management for multiple concurrent client implementations across PBM and/or Navigation service lines.
  • Develop and maintain detailed project plans, milestone tracking, and change control procedures.
  • Facilitate kickoff meetings, regular status calls, and cross-functional coordination to keep implementations on schedule.
  • Manage the transition from implementation state to steady-state client success with thorough handoff documentation.
• Client and Stakeholder Management:
  • Serve as the primary point of contact for clients throughout the implementation phase.
  • Set and manage client expectations with clear, proactive communication on project status, risks, and next steps.
  • Provide Sales and Account Management teams with implementation support, including direct coordination with client contacts and third-party vendors.
  • Conduct post-implementation reviews and lessons-learned sessions to drive continuous improvement.
• Risk Management and Problem Solving:
  • Proactively identify implementation risks and develop mitigation strategies before they become client-impacting issues.
  • Monitor project progress across workstreams and make real-time adjustments to keep timelines intact.
  • Escalate and report critical milestones, blockers, and client satisfaction indicators to leadership.
• Documentation and Reporting:
  • Document business requirements, project plans, and implementation decisions with a high standard of accuracy.
  • Prepare and present clear status reports and performance updates for internal leadership.
  • Ensure all implementation artifacts are maintained for compliance, audit, and future reference.
• AI-Enabled Workflows:
  • Actively incorporate AI tools into your daily workflow, from project documentation and status reporting to client communication drafting and data summarization.
  • Contribute to Rightway's evolving approach to AI adoption in implementation workflows and share learnings and best practices with the broader team.
  • Leverage AI-assisted tools to synthesize complex implementation data, accelerate documentation tasks, and surface risks earlier in the project lifecycle.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Management, Information Technology, or a related field (or equivalent experience).
• 2-5 years of project management experience, preferably in Pharmacy Benefit Management (PBM), healthcare navigation, or healthcare IT implementation.
• Strong understanding of PBM and/or healthcare navigation industry practices, workflows, and regulatory considerations.
• Demonstrated ability to manage multiple complex projects simultaneously in a fast-paced environment.
• Excellent communication skills, written and verbal, with the ability to interact confidently with clients, vendors, and senior leadership.
• Proficiency in project management tools such as Smartsheet, Monday.com, Microsoft Project, JIRA, Salesforce or similar platforms.
• Strong analytical and problem-solving skills with sharp attention to detail.
• Familiarity with AI productivity tools and a demonstrated interest in incorporating them into operational workflows.

Requirements

• Base salary: $110,000-125,000.
• Offer amounts for both remote and in-office roles are influenced by geographic location.

Company Description

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $205mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global. We’re headquartered in New York City, with satellite offices in Denver and Dallas. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.