Director of Implementation

What is the Director of Implementation role?

The Director of Implementation leads and actively participates in the execution of our implementations, from sales handoff through go-live and defined customer expansions. This is a hands-on, player-coach role focused on turning sold programs and new product deployments into operationally ready, clinically aligned (as defined by licensed clinical leadership), and technically integrated launches for health systems and provider organizations.

In this role, the Director works hands-on with technical delivery owners and integration partners while establishing the delivery standards, governance, and escalation models required for repeatable, predictable launches across multiple customers and sites. Success is measured by on-time go-lives, controlled scope, resolved dependencies, and a smooth transition to Customer Success for post-launch adoption.

What you’ll be doing:

• Own planning, coordination, and execution of multi-site, enterprise-level implementations from commercial handoff through go-live
• Develop and manage project plans, timelines, resourcing models, and risk mitigation across clinical, technical, and operational dependencies.
• Serve as the senior escalation point for all implementation risks, delivery blockers, and customer readiness issues.
• Hands-on execution of customer onboarding, technical integrations, training materials and support prior to launch.
• Collaborate with Clinical partners to validate operational readiness against defined staffing models, escalation pathways, and safety protocols.
• Oversee system integration efforts including EHR/EMR interfaces (Epic, Cerner, etc.), device provisioning, mobile app enablement, and data connectivity.
• Collaborate with Engineering and Product teams to manage configurations, enhancements, and customer-specific requirements.
• Build strong internal partnerships to ensure implementation learnings inform product roadmap, clinical protocols, and operational processes.
• Oversee the full lifecycle deployment of new products, from strategic planning and initial scoping to full-scale rollout and post-implementation review.
• Drive continuous improvement of implementation methodologies, playbooks, and tools.
• Lead, mentor, and develop the implementation organization, setting clear expectations for accountability, collaboration, and customer outcomes.
• Establish performance metrics and capacity models to scale delivery efficiently.
• Foster a culture of accountability, collaboration, and customer-centricity.

What you’ll bring

• 6 or more years of experience of project management in healthcare technology, virtual healthcare, or equivalent roles.
• 3+ years experience leading complex enterprise implementations within health systems and practices, and payers.
• Bachelor’s degree in information systems, health informatics, healthcare administration, or a related field
• Demonstrated success building an implementation function from the ground up and scaling repeatable delivery frameworks as the organization grows
• Hands-on experience supporting EHR integrations and healthcare data exchanges (e.g., HL7, FHIR) and impact on implementation.

Bonus Points for:

• Clinical background (e.g., RN, Respiratory Therapist, etc.) or experience working closely with clinical teams.
• Experience in high-growth startup environments.
• Advanced degree (MBA, MHA)
• PMP, Lean, Agile, or similar certifications.