Director, Implementation

The role

You will lead and grow a team of Implementation Managers and Associates. You will manage enterprise launches for pharma and life sciences clients and build implementation methodologies.

What you will do

• Lead and grow a team of Implementation Managers and Associates
• Own delivery for the whole book of business including scope, timeline, and risk
• Track delivery KPIs including on-time launch rate, implementation CSAT, and project budget management
• Review team discovery notes, solution designs, and project plans
• Partner with leadership to iterate and improve implementation methodology
• Hire, coach, onboard, and ramp the Implementation team
• Build the capacity model for hiring and staffing
• Advocate for platform capabilities to Engineering and Product
• Step into escalations and manage high-stakes, time-sensitive issues with senior client executives

Required qualifications

• 10+ years in customer-facing implementation, professional services, solutions delivery, or technical program management at a B2B SaaS company
• 2+ years managing implementation, delivery, or professional services talent
• Track record of personally owning complex, multi-phase enterprise implementations end to end
• Strong technical fluency in API integrations, data mapping, system architecture, and configuration logic
• Platform and data-model expertise
• Ability to work with senior client executives on high-stakes, time-sensitive issues
• Evidence of contributing to building process where none existed
• Excellent project management instincts
• Excellent written and verbal communication
• High emotional intelligence, curiosity, and empathy
• Comfortable coaching teammates through difficult client conversations
• Comfortable operating with autonomy and ambiguity at an early-stage company

Nice to have

• Know patient support programs, hub services, or specialty pharmacy workflows firsthand
• Worked with CRM platforms (Salesforce, Veeva) or healthcare interoperability standards
• Built or contributed to playbooks, training materials, or onboarding programs for a team
• Helped scale an implementation or professional services team at a high-growth health tech or pharma tech company
• Hold a PMP or equivalent project management certification

Benefits

• 100% paid employee health benefit options (including medical, dental, and vision)
• 401(k) with employer funded match
• Unlimited Vacation
• Commuter Benefits
• Paid parental leave
• Catered lunch on Fridays
• Wellness stipend

About the company

Courier Health is a NYC-based team building the future of patient engagement for life sciences companies. Their software supports patients in their journey from diagnosis to therapy to achieve optimal health outcomes.