Carex is partnering with a Series A Healthtech partner to hire a Director of Implementation in NYC to help lead and scale a rapidly growing implementation organization. Reporting to the Head of Implementation, this leader will oversee a team of approximately 10 implementation professionals while owning the people, processes, staffing, and project execution required to successfully deploy a sophisticated, AI-powered platform across a growing customer base. This a player-coach leadership role for someone who knows how to build and scale an implementation function without losing touch with the work itself. This leader will manage and develop the team, oversee capacity and staffing across implementations, ensure projects stay on track, and step directly into strategic or complex implementations when needed.
The ideal candidate has operated in a fast-paced, high-growth startup environment where priorities change quickly, processes are still being built, and leaders are expected to create structure within ambiguity. Experience scaling an implementation or professional services team at a startup is strongly preferred.
What You’ll Do
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Lead, manage, and develop a team of approximately 10 implementation professionals, with the opportunity to continue scaling the organization as the business grows
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Own staffing and capacity planning across the implementation portfolio, ensuring the right resources are aligned to the right customers and projects
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Oversee multiple concurrent EHR and enterprise implementations, ensuring teams deliver against timelines, milestones, customer expectations, and go-live goals
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Establish scalable implementation processes, operating rhythms, playbooks, metrics, and best practices
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Provide hands-on leadership for complex or strategic implementations, stepping into project execution and customer conversations when needed
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Coach implementation leaders and individual contributors while creating clear accountability across the team
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Serve as a senior escalation point for customers, navigating complex implementation challenges and driving issues to resolution
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Partner directly with executive, clinical, operational, and revenue cycle stakeholders at customer organizations
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Translate complex clinical and operational workflows into successful deployment strategies
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Partner closely with Product, Engineering, Customer Success, Sales, and company leadership to ensure successful customer launches
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Identify implementation trends and product gaps and translate customer feedback into actionable recommendations for Product and Engineering
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Build the infrastructure necessary to support a rapidly increasing volume and complexity of implementations
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Help shape the long-term strategy, structure, and evolution of the Implementation organization
What You’ll Bring
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8+ years of experience in implementation, professional services, enterprise delivery, or a related customer-facing function
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Significant experience implementing EHRs or other complex, workflow-driven enterprise software
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Proven people leadership experience directly managing and developing implementation or professional services teams
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Experience with staffing, resource planning, project management, and managing multiple concurrent customer deployments
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Experience building or scaling an implementation function within a high-growth startup is strongly preferred
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Ability to operate as both a strategic leader and hands-on operator, including stepping into implementations, customer escalations, and projects when needed
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Strong executive presence and experience working directly with senior customer stakeholders
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Ability to manage complex projects involving multiple workstreams, dependencies, stakeholders, and competing priorities
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Comfort operating in a fast-moving startup environment where established processes and playbooks may not yet exist
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Ability to bring structure to ambiguity without creating unnecessary bureaucracy
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Strong cross-functional leadership skills and the ability to partner effectively with Product, Engineering, Sales, and Customer Success
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A highly accountable and decisive approach, with the ability to make sound decisions with imperfect information
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Behavioral health experience is a plus
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Experience scaling an implementation or professional services organization through significant company growth is a plus
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Experience migrating customers from legacy EHR systems is a plus
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Familiarity with healthcare interoperability, EDI, claims, eligibility, revenue cycle, or payer workflows is a plus
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Experience with enterprise healthcare deployments involving hundreds or thousands of users is a plus
Compensation: $175,000 – $225,000 base salary + bonus + equity. If the range doesn’t align with your needs, please still apply! Carex values transparency in all steps of the recruiting process. The range listed above is dependent on skills and experience as it relates to the role. New roles arise every day, and we want you to be the first to know when the right role pops up for you.
Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.
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