Director of System Implementations

This is a remote position.

ABOUT ICAREMANAGER

iCareManager is a HIPAA-compliant, SOC 2 Type II certified EHR and care management platform serving IDD, assisted living, and human services providers across 30+ states. We have been building technology that improves outcomes for individuals with disabilities since 2011 — and we are accelerating. As we expand our provider base and deepen our AI-powered product capabilities, we are looking for an experienced Director of System Implementations to lead the team that turns new clients into long-term success stories.

ROLE SUMMARY

The Director of System Implementations owns the full implementation lifecycle at iCareManager. You will lead a team of Implementation Specialists, drive operational excellence across all client onboardings, and serve as the connective tissue between our clients and our Product, Engineering, and Customer Success teams. This is a high-impact leadership role where your work directly shapes client outcomes, retention, and company growth.

WHAT YOU'LL DO

Lead and Develop the Team

• Manage, coach, and grow a team of Implementation Specialists focused on delivering exceptional client onboarding experiences

• Build a culture of accountability, empathy, and continuous improvement

• Set clear performance expectations and track metrics that reflect real client outcomes — not just activity

Own Implementation Operations

• Oversee all active implementations, ensuring projects are delivered on time, on scope, and to quality standards

• Use tools like Asana and Jira to manage workloads, surface risks early, and keep stakeholders aligned

• Serve as the escalation point for complex technical and organizational challenges

• Review and approve project deliverables including configurations, training plans, and go-live readiness assessments

Drive Client Success During Onboarding

• Build strong relationships with new clients from day one, setting clear expectations and maintaining trust throughout the process

• Gather structured client feedback and translate it into actionable improvements across both process and product

• Champion client engagement through training programs, webinars, and user community initiatives

Improve How We Work

• Identify gaps and inefficiencies in the implementation process and lead initiatives to close them

• Stay current on DDA, IDD, ALF, and Medicaid billing regulatory requirements — including state-specific billing rules, EVV mandates, and Medicaid program variations across the states we serve — that affect client configurations

• Collaborate with Product and Engineering to surface implementation insights that inform the product roadmap

Collaborate Across the Business

• Partner with Sales during the pre-sales process — including demos and trade shows — to set accurate expectations and accelerate close

• Work with Customer Success to ensure smooth handoffs post-go-live and reduce time-to-value for new clients

• Provide regular reporting to leadership on team performance, implementation health, and client satisfaction trends

Requirements

WHAT YOU BRING

Experience

• 4+ years in a healthcare or human services technology environment, with direct involvement in software implementations or system deployments

• 4+ years leading teams, with demonstrated ability to develop talent and manage performance in a remote setting

• Hands-on experience with EHR, care management, or human services platforms strongly preferred

• Familiarity with IDD, ALF, or behavioral health provider workflows — and awareness of Medicaid billing requirements, state-level billing variations, and EVV compliance across multiple states — is a significant plus

Skills

• Strong project management fundamentals — you have run complex, multi-stakeholder implementations and know how to keep things on track

• Excellent communicator — you can translate technical concepts for non-technical audiences and hold difficult conversations with clients when needed

• Analytical mindset — you look at patterns across projects and turn them into process improvements

• Comfortable working in a fast-moving, remote-first environment with a high degree of ownership

Education

• Bachelor's degree in Business, Healthcare Administration, or a related field required

• PMP certification is a plus; Master's degree preferred

WHY JOIN ICAREMANAGER

• Work at a company with 15+ years of focused expertise in IDD and human services technology — not a generalist EHR trying to serve everyone

• Join at an inflection point: we are expanding our AI capabilities, growing our provider base, and scaling the team

• Remote-first culture with a collaborative, mission-driven team

• Competitive salary with performance-based bonus opportunities

• Medical insurance, 401(k) retirement plan, and paid PTO

• Real opportunities for career growth as the company scales