Director of Implementation

Overview

Our client, a fast-growing healthcare technology company builds AI voice agents that answer patient calls for physician practices, integrating directly with each practice's EHR, practice management, and phone systems. They are seeking a Director of Implementation to lead a growing team of roughly six Implementation Managers and Associates and own every new practice's journey from contract to go-live.

Responsibilities

• Lead the Implementation team and own every project from assignment to go-live, cutting new-client time-to-live from 90 days to 30 over 12 months, with upsell go-lives shrinking in step
• Map the current implementation SOP end to end, eliminate steps, run work in parallel, and templatize what repeats, then enforce the process, including weekly client status updates on every project
• Identify onboarding bottlenecks (EHR/PM integrations, telephony, agent configuration, testing) and partner with Engineering to automate or productize them, bringing a prioritized, data-backed list into roadmap planning
• Plan capacity by setting concurrent project slots per Implementation Manager, forecasting go-lives against signed deals, and staffing ahead of demand
• Build a dated plan for every signed-but-not-live practice, unstick stalled projects, and keep each waiting client informed
• Protect quality: every go-live passes the QA suite before scheduling, zero critical client-found defects post-go-live, and regression testing on every platform release
• Own implementation project-management tooling (e.g., Smartsheet, MS Project, Monday), including selecting and rolling out new tools, configuration, workflows, automation, and data hygiene
• Build and run implementation dashboards covering time-to-live by phase, on-time go-live rate, slot utilization, backlog, and post-go-live defect rate, reporting weekly to the COO and leadership team
• Recruit, onboard, and develop the team, setting clear KPIs and holding people accountable to them
• Own the implementation career path from Associate to Manager and on to Senior Implementation Manager, Account Manager, or Product Owner, defining promotion criteria and running development plans
• Partner with Support and Account Management on clean go-live handoffs so every practice is supported from day one

Skills/Requirements

• 7 years in implementation, professional services, or customer onboarding at a B2B SaaS company, including 3 years leading teams
• Proven track record of measurably reducing onboarding or time-to-value cycle times
• Experience managing many concurrent client implementations that integrate with third-party systems
• Process-and-automation mindset, with comfort working directly with engineers on integrations, APIs, and workflow automation
• Data-driven operator who builds their own dashboards and is fluent in project-management and CRM tools (e.g., Smartsheet, MS Project, Monday, HubSpot)
• Strong record of hiring, coaching, and building career paths that promote from within
• Track record of selecting and implementing new tools and driving team adoption
• Proficiency with AI tools and experience using them to automate customer onboarding
• Preferred: healthcare technology experience, especially EHR/PM integrations or work with physician practices
• Preferred: experience with voice AI, conversational agents, contact center, or telephony platforms
• Preferred: experience scaling an implementation or professional services team at a fast-growing startup
• Ability to work full-time onsite in Birmingham, AL